Senior Customer Success Manager

CUBE; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

CUBE is a globally recognised RegTech business delivering AI-powered regulatory intelligence through SaaS to financial institutions worldwide. As Customer Success Manager, you own commercial relationships for a defined book of enterprise accounts, predominantly global banks, protecting recurring revenue and driving value realization across the contract lifecycle.

You will collaborate with Product, Sales and Delivery, run Executive Business Reviews, and lead adoption initiatives while maintaining

Qualifications

• 5+ years in Customer Success, Account Management, or Client Relationship roles within B2B SaaS.
• 2 years managing enterprise or institutional clients in financial services.
• Experience managing complex renewals across large regulated organisations.
• Knowledge of the financial services regulatory landscape (prudential rules, AML/KYC) to contextualise product value.
• Strong analytical skills turning usage data into narratives that drive action.
• Excellent relationship-building from analyst to C-suite.
• Desirable: RegTech/GovTech experience; multi-geography exposure (UK/Europe/US/APAC).

Responsibilities

• Own health score and renewal forecast for your book of accounts; plan renewals 6–12 months ahead.
• Monitor product adoption and usage data; lead interventions for at‑risk accounts.
• Build multi-threaded relationships across Compliance, Risk, Legal, and Technology teams.
• Run quarterly Executive Business Reviews (EBRs); document value and outcomes.
• Design and deliver training sessions to drive platform adoption.
• Be the voice of the customer; surface feedback and collaborate to resolve issues.
• Maintain accurate account records in CRM (Salesforce).

Skills

Customer Success

Account Management

Client Relationship

Renewals

RegTech

Tools

Salesforce

Job description

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.

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