Senior Customer Success Manager, Scale

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 HubSpot, Gainsight, or other CRM or CSP
• Ability 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 PTO
• 401k 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.