Customer Success Manager

An inclusive work environment is an empowering one. At Cutover, we lead with empathy and enable others to succeed through curiosity, kindness, and self-expression.

Location: This role is flexible in location, but we would like you to be able to commute to our NYC office on a weekly basis.

Cutover’s Collaborative Automation SaaS platform enables enterprises to simplify complexity, streamline work, and increase visibility. Cutover’s automated runbooks connect teams, technology, and systems, increasing efficiency and reducing risk in IT disaster and cyber recovery, cloud migration, release management, and technology implementation. Cutover is trusted by world-leading institutions, including the three largest US banks and three of the world’s five largest investment banks.

We’re excited to grow our Customer Success team with some more energetic and growth-minded Customer Success talent. From initial onboarding to ongoing adoption, our Customer Success Managers assist customers throughout their lifecycle, helping them unlock maximum value from our platform and services. We have a keen focus on driving Monthly Active User (“MAU”) growth within our key accounts, as well as focusing on the overall account health by using a data driven approach to unlock value and resolve issues in a proactive manner. Our Customer Success Managers bring energy, creativity and a strong sense of product evangelism to their day-to-day work. We understand our customers’ strategy, vision and goals and - as trusted advisors - recommend solutions, enabling them to use the full power of the Cutover platform to bring vision to reality.

 What we'd like you to bring to the table for this role...

• You’ll have 2-4 years of experience in an Enterprise-focused customer facing role; ideally, you’ll have spent much of your time working with Enterprise SaaS solutions in a Customer Success, Account Management or Delivery role. 
• You’ll have an entrepreneurial spirit with a high tolerance for ambiguity and complexity. Ability to be efficient with limited resources, and identify internal process gaps that you can help evolve and fix as Cutover scales.
• You have a balanced approach to Customer Success and you understand the dual role that you play: you work tirelessly to bring your customers to maximum Cutover license usage, value realization and achievement of their business objectives; while collaborating with your peers in Sales & Account Management to identify new opportunities, minimize churn risk and ensure continued growth within your accounts.
• You have a clear credibility about you: you’re used to navigating large (often highly matrixed) enterprise organizations and building strong, trusting relationships across your customer base, from end-users to Senior Executives and everyone in between.
• You’re adept at running meaningful, data-informed Business Review processes with Enterprise clients; you’re equally comfortable getting into the weeds in establishing detailed success plans as you are pitching high level change management strategies.
• You’re a passionate Customer Advocate: you’re able to synthesize client feedback and deliver it to your internal teams in a way that resonates (product, engineering, UX, etc.) and you strive to be a thought leader in everything relating to best practice usage of the product(s) you work with.
• You’re technically savvy, with experience using (or desire to learn how to use) the tech-stack and tool-kit of a modern SaaS Customer Success pro. You’re also keen to develop a strong knowledge of the Cutover platform and solutions.

The good stuff…

• We're excited to offer Share Options as part of our compensation package.
• 20 days of PTO per year + public holidays, and we want you to take all of them!
•  3 volunteer days to use for any charitable/voluntary cause you would like.
•  A top-tier private health insurance package.
• 401k contribution plan
• Work from home stipends
• A personal learning and development budget through Learnerbly. You’ll be supported in your quest for knowledge, whatever that looks like to you.
• If you’re thinking of starting or growing your family, then you’ll be in great company - more than half of our team are parents and we’ve built a globally consistent parental leave approach that we’re proud of.
• Employee Referral Scheme.
• Safeguarding the mental health of our teams is paramount for us. If you’d like to, then you’ll be able to avail yourself of multiple Cutover mental health initiatives, from fully subsidized therapy sessions to subscriptions to leading wellbeing platforms.
• All the company swag you could ever need.