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Associate Customer Success Manager



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Thursday, July 4, 2024

An inclusive work environment is an empowering one. At Cutover, we lead with empathy and enable others to succeed through curiosity, kindness, and self-expression.

Location: This role is flexible in location, but we would like you to be able to commute to our NYC office on a weekly basis.

Cutover’s Collaborative Automation SaaS platform enables enterprises to simplify complexity, streamline work, and increase visibility. Cutover’s automated runbooks connect teams, technology, and systems, increasing efficiency and reducing risk in IT disaster and cyber recovery, cloud migration, release management, and technology implementation. Cutover is trusted by world-leading institutions, including the three largest US banks and three of the world’s five largest investment banks.

We’re excited to grow our Customer Success team with some more energetic and growth-minded Customer Success talent. From initial onboarding to ongoing adoption, our Customer Success Managers assist customers throughout their lifecycle, helping them unlock maximum value from our platform and services. We have a keen focus on driving Monthly Active User (“MAU”) growth within our key accounts, as well as focusing on the overall account health by using a data driven approach to unlock value and resolve issues in a proactive manner. Our Customer Success Managers bring energy, creativity and a strong sense of product evangelism to their day-to-day work. We understand our customers’ strategy, vision and goals and - as trusted advisors - recommend solutions, enabling them to use the full power of the Cutover platform to bring vision to reality.

What we'd like you to bring to the table for this role...

  • You’ll have 1-3 years of experience in a customer facing role; ideally, you’ll have spent much of your time working with Enterprise SaaS solutions in a Customer Success, Account Management or Delivery role.
  • You’ll have an entrepreneurial spirit with a high tolerance for ambiguity and complexity. Ability to be efficient with limited resources, and identify internal process gaps that you can help evolve and fix as Cutover scales.
  • You’re technically savvy, with experience using [or desire to learn how to use] the tech-stack and tool-kit of a modern SaaS Customer Success pro. You’re also keen to develop a strong knowledge of the Cutover platform and solutions.
  • You have a balanced approach to Customer Success and you understand the dual role that you play: you work tirelessly to bring your customers to maximum Cutover license usage, value realization and achievement of their business objectives; while collaborating with your peers in Sales & Account Management to identify new opportunities, minimize churn risk and ensure continued growth within your accounts.
  • You have a clear credibility about you: you’re comfortable navigating enterprise organizations and eager to build strong, trusting relationships across your customer base, from end-users to Senior Executives and everyone in between.
  • You’re adept at supporting meaningful, data-informed Business Review processes with Enterprise clients; you’re equally comfortable getting into the weeds in establishing detailed success plans as you support pitching high level change management strategies.
  • You’re a passionate Customer Advocate: you’re able to synthesize client feedback and deliver it to your internal teams in a way that resonates (product, engineering, UX, etc.) and you strive to be a thought leader in everything relating to best practice usage of the product(s) you work with.

The good stuff…

  • We're excited to offer Share Options as part of our compensation package.
  • 20 days of PTO per year + public holidays, and we want you to take all of them!
  • 3 volunteer days to use for any charitable/voluntary cause you would like.
  • A top-tier private health insurance package.
  • 401k contribution plan
  • Work from home stipends
  • A personal learning and development budget through Learnerbly. You’ll be supported in your quest for knowledge, whatever that looks like to you.
  • If you’re thinking of starting or growing your family, then you’ll be in great company - more than half of our team are parents and we’ve built a globally consistent parental leave approach that we’re proud of.
  • Employee Referral Scheme.
  • Safeguarding the mental health of our teams is paramount for us. If you’d like to, then you’ll be able to avail yourself of multiple Cutover mental health initiatives, from fully subsidized therapy sessions to subscriptions to leading wellbeing platforms.
  • All the company swag you could ever need.

Target compensation package: $80,000 - $100,000 base + 25% variable + stock options + benefits.

The final offer may vary from the target compensation package, taking into consideration factors such as your experience level and skill set. If we aren't aligned on salary at this stage, we’d still love to hear from you to better understand if there are more suitable opportunities at Cutover.

Diversity Statement - Empowering Our Teams

We encourage our team to bring their authentic selves to work, which we have found has strengthened workplace relationships and fostered a genuine sense of community - especially during the past two years of the pandemic.

If you are excited by this role, we invite you to apply! Even if your profile doesn’t check all the boxes, please don't simply scroll past! We recognize that talent lies everywhere and that some demographic groups are more likely to apply for a "stretch role" than others. We are always open to different perspectives and professional backgrounds to keep Cutover's culture evolving and to ensure that we never stop learning.

Cutover is an Equal Opportunity Employer. Maintaining an equitable hiring process is imperative to our mission. All applicants are considered without regard to race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran or parental status.

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