At a Glance
- Tasks: Manage customer relationships and ensure they gain value from our innovative SaaS solutions.
- Company: CUBE, a leading RegTech firm transforming regulatory compliance with AI-driven technology.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal and professional growth.
- Other info: Work with top minds in AI and enjoy a diverse, collaborative environment.
- Why this job: Join a fast-paced team making a real impact in the financial services industry.
- Qualifications: 5+ years in Customer Success or Account Management, preferably in B2B SaaS.
The predicted salary is between 56700 - 69300 £ per year.
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. We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, you will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance.
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.
If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE. CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Senior Customer Success Manager in London employer: CUBE
CUBE is an excellent employer that values innovation and collaboration, providing a dynamic work environment in Greater London. With a strong focus on employee growth, we offer continuous training opportunities and a supportive culture that encourages professional development. Join us to be part of a forward-thinking team dedicated to transforming regulatory compliance while enjoying the benefits of working in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CUBE. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CUBE before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CUBE:Your cover letter is your chance to shine! Tell us why you want to work at CUBE specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CUBE!
How to prepare for a job interview at CUBE
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
