Customer Success Manager

at  Cube

Role: Customer Success Manager
Location: Toronto, Canada (Hybrid)
Recently listed as a “RegTech Top Performer” in Market Fintech’s RegTech Supplier Performance Report, CUBE is pioneering the development of machine automated compliance.
We are a global RegTech business defining and implementing the gold standard of regulatory intelligence and change for the financial services industry. We deliver our services through a SaaS platform, powered by an innovative combination of AI and proprietary data ontology, to simplify the complex and everchanging world of compliance for our clients.
At CUBE, we are creating the future and are a company rooted in strong values, team spirit and commitment to our customers and wider communities. We serve some of the largest financial institutions globally and are expanding our footprint very fast. As we do so, we are keen for new talent to join us and realize their full potential to grow into leadership positions within the business.

GROWTH & PROGRESSION

Last year we grew by more than 50% and our growth journey is just getting started! We are a dynamic, fast-paced workforce that is always seeking ways to accelerate our people, processes, services and products. We hire ambitious people that want to make a difference, share their ideas, “make it happen” and find better, smarter ways of working. Our future is shaped by our employees, so if you’re someone looking for an opportunity to make a real impact, and progress your career alongside the business, it couldn’t be a better time to join us!
️Internationally collaborative culture
With more than 400 CUBERs across 11 locations in Europe, the Americas and APAC, collaboration is key to our success. We are a diverse workforce united by a shared desire to reshape the world of regulatory compliance and make an impact. We champion sharing knowledge with colleagues from all over the world, in order to deliver the best results.

ROLE MISSION:

You will be responsible for building deep relationships with our customers by hand holding them through the user journey, understanding their needs, and making sure that they’re getting the most out of CUBE’s products.

RESPONSIBILITIES:

• Customer Advocacy: Act as the voice of the customer within CUBE, advocating for their needs and working closely with internal teams to ensure customer satisfaction.
• Product Expertise: Develop a deep understanding of CUBE’s products and services. Provide clients with expert guidance on best practices and how to leverage our solutions to meet their regulatory needs.
• Value Realization: Work with clients to define success metrics and demonstrate the value of CUBE’s solutions. Conduct regular check-ins and business reviews to ensure clients are achieving their goals.
• Issue Resolution: Proactively identify and address any issues or challenges clients may face. Coordinate with technical support and other internal teams to resolve problems promptly and effectively.
• Customer Retention: Develop and execute strategies to drive customer retention and reduce churn. Identify opportunities for upselling and cross-selling additional products and services.
• Training and Education: Conduct training sessions and webinars to educate clients on new features, product updates, and best practices. Create and maintain educational resources and documentation.
• Feedback Loop: Collect and analyze client feedback to inform product development and improve customer experience. Share insights and recommendations with product and development teams.
• Performance Tracking: Monitor key performance indicators (KPIs) related to customer success and provide regular reports to management. Use data-driven insights to refine customer success strategies.

What we’re looking for:

• Minimum of 3 years experience in a Customer Success role (ideally within financial services or big 4 consultancies).
• Experience with B2B products.
• Risk and regulatory knowledge useful.
• Comprehensive experience with data.
• NPS experience.
• Facilitation of workshops.
• Complex stakeholder management and matrix experience.
• Confident, problem solver, analytical, logical and naturally customer orientated.