Senior Client Success Manager, Scale & Longtail

Posted yesterday

wellfoundLehi (UT)

Customer Service Representatives Software Publishers

SENIORITY

Senior

SALARY

$10,000 per month

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About the role

At Cubby, we're building the future of self-storage operations. More than 70,000 self-storage properties across North America serve the 10%+ of Americans who need storage during major life transitions. These 35,000+ independent operators who run them are under tremendous pressure: self-storage has become the fastest-growing commercial real estate asset class, surpassing $50 billion annually in the U.S., and institutional capital is flooding in. If you want to equip this industry with best-in-class technology and help operators compete at the highest level, Cubby offers a rare opportunity. Cubby serves over 500 operators with 700k+ units under management. We recently raised $63 million from Goldman Sachs Growth Equity and are backed by phenomenal investors. We serve clients from $10k to $1mm+ ACV and ship new features weekly. This role is for someone who is energized by ambiguity, motivated by colleagues that set a high bar, and enjoys problem-solving. You'll join a product-led company that ships high-quality features quickly and has earned a stellar reputation for customer centricity. As a Senior Customer Success Manager overseeing our Scale book of business, you'll build the foundation for a crucial segment of Cubby's growth and shape the processes that scale with it.

What you'll do: Own the playbook serving our Scale (Longtail and SMB) customers end-to-end from go-live to renewal and expansion Build out the atuomated processes across a portfolio of 200+ clients, balancing personalization with efficiency to share best practices and data-driven insights Create a playbook for our clients' first 90 days on Cubby that will set them up for success long term Use customer data, usage metrics, and patterns to prioritize outreach and intervene proactively Drive renewal strategy for your accounts and hit best-in-class net revenue retention targets Identify expansion opportunities and partner with Sales on account growth strategies Define the success metrics for the Scale segment and hold clients accountable for achieve their goals through thoughtful touchpoints in the customer journey Own the CS infrastructure for the Scale segment, including cadence design, tooling, and automation Be the expert on the Scale customer perspective in product roadmap discussions

Requirements: Based in NYC or Lehi, UT with enthusiasm for our in-person culture (3 days/week in office)6+ years of customer success experience, preferably with growth-stage B2B SaaS companies Experience creating automated programming for SMB/Longtail with measurable impact through Hub Spot, Gainsight, or other CRM or CSPAbility or background to think like a marketer - decide what to measure and how to quantify success Proven success managing a high volume book of business Exceptional project management skills, with a strong attention to detail Comfortable with ambiguity and the pace of an early-stage startup Passionate about building playbooks and processes from scratch Ability to build relationships with both C-level executives and frontline operational staff Experience analyzing customer data and translating insights into action plans Success timeline 1 month: Client-facing and owning a handful of clients, with manager support. You'll learn by doing!2 months: Fully ramped on product and processes. You can answer most questions without assistance.3 months: Running your full book independently, with automated programs live and a point of view on how to evolve the Scale playbook as the segment grows.

Benefits: Competitive salary and meaningful equity Unlimited PTO401k and top-tier health, vision, and dental insurance In-person work culture (3x per week) with lunches provided Luxury gym membership Cubby is committed to promoting equality, inclusion, and diversity and that's already represented on our team. We're an equal-opportunity employer of the brightest minds we can find - regardless of race, gender, age, religion, sexual orientation, or identity.

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