Director of Customer Success

We're on a mission to help every company hit their numbers.

The world has evolved, but business planning has not. Most Finance teams still manage their planning and analysis in spreadsheets, yet the ones who replace them end up going back over 80% of the time. Cube is the first spreadsheet-native FP&A platform to deliver faster planning and performance without changing how teams work.  Cube’s powerful engine connects into existing spreadsheets and source systems, delivering all of the benefits of enterprise-level FP&A with none of the headaches.

To date, Cube has raised over $45M of venture capital from top tier investors such as Battery Ventures and Mayfield. Together, we’re building a culture that challenges and celebrates everyone with a path to grow. That’s where you come in! We’re happily headquartered in New York City, but are foremost a remote-first company. This means we communicate, collaborate, and connect virtually across different time zones. As we enter our next phase of growth, we believe Cubers are the reason we win.

NURTURE STRONG RELATIONSHIPS WITH OUR VALUED TEAMMATES & CUSTOMERS

We're on a mission to help every company hit their numbers.

The world has evolved, but business planning has not. Most Finance teams still manage their planning and analysis in spreadsheets, yet the ones who replace them end up going back over 80% of the time. Cube is the first spreadsheet-native FP&A platform to deliver faster planning and performance without changing how teams work.  Cube’s powerful engine connects into existing spreadsheets and source systems, delivering all of the benefits of enterprise-level FP&A with none of the headaches.

To date, Cube has raised over $45M of venture capital from top-tier investors such as Battery Ventures and Mayfield. Together, we’re building a culture that challenges and celebrates everyone with a path to grow. That’s where you come in! We’re happily headquartered in New York City. This means we communicate, collaborate, and connect virtually across different time zones. As we enter our next phase of growth, we believe Cubers are the reason we win. 

ABOUT THE ROLE: 

As the Director of Customer Success, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will lead the CSM team, establish and execute customer success strategies, and collaborate with various departments to drive customer adoption, retention, and growth. This role requires a strong focus on building long-term relationships and delivering exceptional value to our customers.

HOW YOU’LL RAMP:

By Day 30:

• Gain a deep understanding of Cube Software's products, services, and customer success tools including Gainsight.

• Develop relationships with the current CSM team, manager, and cross-functional teams, establishing a strong working rapport.

• Conduct initial assessments of process and performance to identify gaps and areas of improvement.

• Begin analyzing customer data and feedback to identify trends and opportunities.

By Day 60:

• Refine and communicate the customer success plan.

• Implementing quick wins is in progress to enhance customer onboarding and adoption.

• Demonstrate a clear understanding of key customer accounts and their unique needs.

• Collaborate with the account management team to understand the renewal process and identify expansion opportunities.

By Day 90:

• Present a comprehensive plan for customer success improvements and initiatives.

• Initiatives to enhance customer success and provide measurable results are in progress.

• Contribute to the development of customer advocacy programs.

• Lead the CSM team effectively, fostering a culture of customer-centricity and continuous improvement.

 WHAT YOU’VE ACCOMPLISHED... SO FAR:

• You have a stellar track record leading customer success management or equivalent roles. This includes hiring, promoting within your team, developing strong cross-functional partnerships within the business, and performance management experience.

• You’re maniacally focused on driving customer satisfaction, retention, and growth, with a strong portfolio of achievements. Experience with FP&A or similar analytic software is a strong plus.

• You have a strong and comprehensive point of view of customer success best practices, methodologies, and tools. Familiarity with leveraging Gainsight is a plus. Other software you might work with include Salesforce, Mixpanel, Zendesk, and GuideCX.

• You can point to numerous examples of developing