Customer Success Lead

Kuberno Limited • Boston (Location Flexible), MA

2d • Remote

About The Position

Do you want to join a collaborative and award-winning business which is transforming governance through cutting-edge technology? Kube is Kuberno’s unique entity governance platform. It provides a definitive source of truth for entity data and streamlines multi-team enterprise-wide management of entities. (A limited company is just one type of “entity” … just in case you were wondering! But don’t worry if you didn’t know that – we love sharing our knowledge and experience of entity data and can get you up to speed in no time!).As an established disruptor to the market our global customer base continues to expand at pace, and we are looking for a Customer Success Lead to join our awesome team in supporting the growth and scaling of Kuberno. By fostering a culture of trust with our customers to achieve their strategic aims this role will ensure that our approach to customer success remains market-leading and recognized as one of our unique selling points (USPs). The Customer Success Lead will be responsible for a portfolio of customers and, building on existing foundations, will help to deliver a highly impactful customer success experience. This role collaborates across the business bringing the voice of the customer to everything we do. Through continuous improvement and proactive engagement, the Customer Success Lead will support customers in achieving their strategic aims and help Kuberno to achieve its ambitious growth targets, solidifying its position as a leader in entity data management. A key measure of success will be driving Net Revenue Retention (NRR) by ensuring customers derive increasing value from Kube and choose to grow their relationship with us. We are looking for teamwork, aptitude, and attitude, and you will be expected to hit the ground running in a fast-paced environment. Being a self-starter, highly motivated and wanting to be part of the team culture is key.

Requirements

• Enjoys creative problem solving, and is empathetic, seeking to not only grasp the customer’s perspective but likes to get a deeper understanding of matters to develop great, sustainable solutions.
• Has experience in a Customer Success Lead role, ideally in a rapidly scaling SaaS business with a global customer base, and can demonstrate a good understanding of both UK and US customers.
• Building on the existing approach that is loved by our customers, aligning Kuberno’s growth aspirations with our culture of delighting customers, while ensuring customer success translates into excellent NRR outcomes.
• As well as being a great communicator, as our customers are vital to our success, supports customers ongoing by reviewing their needs and responding to new challenges. You have to love change!
• Thrives in a dynamic and collaborative environment and is comfortable with ambiguity. We are a fast-moving scaling up business – this brings huge opportunities to progress, but limited handholding!
• Has a professional and informative communication style - you can clearly articulate problems and solutions and are just as comfortable engaging with the C-level employees of the customer as to their trainees.
• Is energetic, tenacious and enthusiastic with strong self-organization and accountability.
• Has a burning curiosity and passion for learning. We don’t plan on standing still and neither should you!

Nice To Haves

• We work with companies of all sizes and locations, including some of the world’s largest and most complex organizations. Experience in supporting legal, secretariat and/or tax and finance teams in global organizations would be helpful in building empathy for our customers.
• Or, if you have experience in working with, or for, company secretariat managed service providers that would be helpful too. But these are not pre-requisites.

Responsibilities

• Delighting our Customers: Using your skills and knowledge to delight our customers, nurturing lasting relations where the customer's strategic aims are front and center of everything you do. By doing so, you will directly contribute to high renewal rates and strong NRR performance.
• Relationship Building: Build and maintain strong relationships with your customers, acting as a trusted advisor and advocate for their needs within Kuberno with a focus on adding value.
• Customer Account Planning: Develop and implement comprehensive customer engagement strategies that align with the customers strategic aims and our business goals, to drive customer satisfaction and loyalty, as well as long-term Net Revenue Retention.
• Revenue Growth: Through engagement with customers and understanding their strategic aims, identify opportunities to add value to existing customers and contribute to expansion that supports NRR.
• Cross-Functional Collaboration: Work closely with internal stakeholders to ensure a seamless customer experience and alignment of goals.
• Customer Advocacy: Through the delivery of positive engagement and customer experience, drive advocacy among our customers and support initiatives, including success stories and testimonials that showcase the value of Kube.
• Performance Metrics: Use data-driven insights to continuously improve outcomes for our customers and Kuberno, with specific focus on measuring adoption, retention, and Net Revenue Retention.
• Customer Insights: Gather and analyze customer feedback and data to identify trends, pain points, and improvement opportunities. Using insights to inform product development and customer engagement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed