Senior Client Success Manager

Cubby’s mission is to empower self-storage operators, from family-owned businesses to institutional powerhouses. There are more than 70,000 self-storage properties in North America. They’re operated by more than 35,000 independent business owners who provide service to tenants in times of tremendous life change. Whether moving across the country for a new job opportunity or moving on after a family death or divorce, self-storage tenants really value a high-quality renting experience. So much, in fact, that self-storage is the fastest growing asset class in commercial real estate - surpassing $50 billion annually in the U.S. last year. Investor interest is pouring in, and with it, tremendous pressure to compete at the highest level.

If you want to serve the ten-plus percent of Americans renting storage space, to help provide meaningful career growth for near minimum wage managers looking for a way to earn their bonus, and you want to equip the owners, lenders, and investors that make up this industry, Cubby can offer the rarest of opportunities.

We’re a seed-stage company with a focused product team looking to hire our second CS hire. We’re lucky enough to be backed by a phenomenal group of investors who've afforded us years of runway, large ACV clients considered thought leaders in the industry, and 25+ of the industry’s most influential advisors. We’re seeking a Senior Client Success Manager to help manage our growing customer base, develop processes to scale, and ultimately empower our clients to maximize the value that the Cubby platform can provide.

What you’ll do

• Cultivate a deep understanding of Cubby’s problem space and our users
• Be an expert on Cubby products and services and understand how they can be leveraged to help clients achieve desired outcomes.
• Continue refining the early implementation and support machines by any means necessary. This is hard work that requires urgency, extreme detail orientation, and keen product improvement feedback.
• Build trusted advisor relationships with executive sponsors and all key stakeholders across our clients by doing what you commit to, pushing projects forward, and delivering real, measurable value for Cubby and its clients.
• Identify strategies and initiatives at the account level to help clients drive engagement and achieve desired business outcomes. Be a change leader with your clients and be comfortable challenging clients on change where appropriate. Help communicate the value of these initiatives and drive customer referenceability and case studies.
• Establish regular touchpoints with clients for account usage, adoption insights, and consulting topics. Partner with Cubby executives and Sales to drive Executive Business Reviews with clients that demonstrate ROI and drive additional usage and upsells.
• Proactively identify situations where clients are at risk of adopting Cubby or achieving their business outcomes and identify solutions to address these (working closely with internal stakeholders - sales, product, exec leadership, etc).
• Support the playbooks, processes, measurements and systems that enable clients' success and Cubby's decision making.
• Work collaboratively with product and design teams to refine Cubby's offering.

Requirements

• You have 7+ years of experience in a client facing role
• You have a proven track record of managing enterprise level accounts successfully, with a net retention rate >120%
• Demonstrable experience in the upsell and renewal motion
• You have a thoughtful, informed opinion on what makes great customer experiences
• A strong desire for creative problem-solving with a positive attitude
• You are a self-starter. This is a seed-stage company where you’ll have to wear a lot of hats and help us create momentum.
• You are a generally pleasant and consistently dependable colleague

Nice-to-haves

• Self-Storage or Commercial Real Estate industry knowledge and experience
• Familiarity with CRM, Payments, Real Estate Accounting, Customer Messaging, Fintech Lending, and/or e-commerce checkouts
• Experience managing customer facing roles
• An understanding of what is required of an early state business employee to make a startup successful
• Familiarity with Hubspot
• Outstanding writing, documentation, presentation skills
• Outstanding data and financial analysis skills

Benefits

• Competitive salary, medical/dental/vision, and truly meaningful equity
• The hardware setup of your dreams
• Open vacation policy
• 1 month work-from-anywhere policy every year
• 1 month paid leave after every 3 years

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.