Customer Experience Manager

Vacancy details

Cubigo is looking for a high-energy, passionate, and experienced Customer Experience Manager (CXM) to join our growing team in the United States & Canada. The Customer Experience Manager plays a critical role with responsibility and visibility throughout the organization. You will lead our efforts to ensure our clients' success by driving value realization, deepening client relationships, and acting as a trusted advisor, ultimately leaving behind delighted clients who achieve business outcomes beyond their expectations.

Successful candidates will have the ability to drive cross-functional collaboration across sales, product, engineering, and customer support teams to deliver an exceptional customer experience and maximize client satisfaction.

We are in a fast-paced growth environment. If you thrive in ambiguity, enjoy rolling up your sleeves, and excel in managing multiple client relationships, you will create success for the client, yourself, and the company, while being at the forefront of an industry in transformation. This role is close to an even split between relationship work and the analytical discipline behind it. You should be as comfortable in a dashboard or a spreadsheet as you are in a room with an Executive Director.

Responsibilities

• Build and nurture strong relationships with executive directors, operational staff, and residents to ensure high levels of client satisfaction and engagement.
• Develop and execute tailored customer success plans aligned with clients' business objectives.
• Manage a tiered portfolio spanning key accounts, growth accounts, and a larger low-touch segment, applying the right depth of engagement to each rather than the same motion to all.
• Proactively identify opportunities to optimize the client journey and maximize the use of Cubigo's platform.
• Act as the primary point of contact for client escalations, managing resolutions efficiently and effectively.
• Conduct regular business reviews with clients to measure success, identify growth opportunities, and provide strategic recommendations
• Own the health and adoption picture for your book of business. Track engagement metrics, flag accounts trending toward risk before renewal, and run the intervention.
• Collect ideas for:
  • Improving client journey processes and touchpoints.
  • Identifying new features and enhancements for the product based on client feedback.
  • Advocating for the client in product roadmap discussions to align Cubigo's development with customer needs.
• Collaborate with cross-functional teams to continuously improve our customer success framework, tools, and processes.
• Develop training resources, best practices, and engagement strategies to foster client success.
• Leverage customer feedback to refine strategies for improving retention and increasing upsell opportunities.
• Continuously enhance our playbooks and processes to accelerate our ability to scale and achieve repeatable success.

Our environment

Cubigo operates in a team-based environment, supporting each other as we grow rapidly in 2026 and beyond. We expect professional self-starters with positive energy who will advocate for our clients as they embark on a new Cubigo-enabled journey, transforming the industry.

Skills

• Social and personable – an excellent communicator, relationship builder, and trusted advisor, capable of managing relationships with client executive and administrative staff.
• 5+ years of customer success or account management experience, ideally in a B2B SaaS environment.
• Experience in the health or senior living industry is a plus.
• Comfortable working directly with usage and adoption data. You can read a dashboard, identify the trend that matters, and turn it into a recommendation a client will act on.
• Proven track record in identifying client needs, driving adoption, and ensuring product value realization.
• Experience managing a portfolio against a defined account health or risk framework, including identifying at-risk accounts well ahead of renewal and documenting the plan to address them.
• Ability to manage and interact with diverse teams (customer, product, support, external partners, etc.).
• Creative thinker with the ability to troubleshoot and find solutions for complex client issues.
• Strong presentation and public speaking skills to facilitate client workshops and business reviews.
• Comfortable carrying breadth. You can hold a light touch cadence across a larger set of accounts without letting the quieter ones go dark, and you're at ease working alongside a support team on day-to-day client issues.
• Experience in a startup environment is desirable.

Travel

Up to 30% based on client engagement needs.