Senior Customer Success Manager

CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.

Why us? CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world’s top financial institutions globally. In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We’re a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don’t just keep up we stay ahead. We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our “make it happen” culture empowers you to take ownership of your career and accelerate your personal and professional development from day one. With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success.

As Customer Success Manager, you are the primary commercial relationship owner for a defined book of enterprise accounts, predominantly global and regional banks. Your mandate is to protect recurring revenue by ensuring every customer realises measurable value from CUBE's platform throughout the contract lifecycle. This role sits at the intersection of relationship management, product expertise, and commercial accountability and is central to how CUBE retains and grows its most strategic clients.

Key Responsibilities

• Own the health score and renewal forecast for your book of accounts, initiating renewal planning 6–12 months ahead of expiry and leading the commercial conversation with customer stakeholders.
• Monitor product adoption and usage data to identify at‑risk accounts and lead targeted enablement interventions.
• Build multi‑threaded relationships across customer Compliance, Risk, Legal, and Technology teams, acting as their trusted advisor and primary point of contact.
• Run structured Executive Business Reviews (EBRs) quarterly for strategic accounts, documenting value delivered, outcomes achieved, and forward success plans.
• Design and deliver training sessions and workshops to drive platform adoption across every level of the customer organisation.
• Serve as the voice of the customer internally, surfacing feedback, flagging risk, and collaborating with Product, Sales, and Delivery to resolve issues and shape the roadmap.
• Maintain accurate account records in CRM (Salesforce), including health scores, stakeholder maps, success plans, and renewal forecasts.

What We're Looking For

• 5+ years in Customer Success, Account Management, or Client Relationship roles within B2B SaaS, with at least 2 years managing enterprise or institutional clients in financial services.
• Proven experience managing complex renewals across large, regulated organisations with multi‑stakeholder procurement processes.
• Working knowledge of the financial services regulatory landscape (e.g. prudential regulation, conduct rules, AML/KYC), enough to contextualise product value credibly.
• Strong analytical skills: comfortable turning usage data and metrics into narratives that drive action.
• Exceptional relationship‑building skills, credible and engaging from analyst level to C‑suite.
• Desirable: experience in RegTech, GovTech, or compliance technology; familiarity with Tier 1/2 banks; multi‑geography experience across UK/Europe, US, or APAC.

Interested? CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.