Cubbie
Customer Success Partner
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Customer Success Partner
Department
Customer Success
Reports to
Customer Success Manager
Location
UK / Hybrid
Employment
Full-time / Permanent
Salary
Competitive
About Cubbie
Cubbie is a rapidly growing and exciting company that helps deliver inclusion and participation for neurodivergent people by tailoring specific sensory experiences.
Our technology-led platform has a direct impact on daily living, creating a unique and accessible regulation space that allows users to better engage with the world around them and live their lives to the fullest.
Our team thrives in a fast-paced, energetic, creative, and innovative environment. When you join Cubbie, you become part of a mission-driven team passionate about rethinking neurodiversity, improving lives, and making a meaningful difference.
About the Role
We are looking for an enthusiastic and customer-focused Customer Success Partner to join our growing team.
The Customer Success Partner will manage an allocated portfolio of Cubbie customers, providing a high-quality experience from onboarding and implementation through to ongoing relationship management, training, and engagement.
The role will ensure customers are confident using Cubbie, understand how to maximise its value, and receive the right support throughout their customer journey.
Acting as the voice of the customer within Cubbie, the successful candidate will build strong relationships, understand customer needs, and ensure feedback and priorities are communicated effectively across the organisation.
This is a role for someone who can work independently, manage their own workload, and take ownership, whilst collaborating effectively across teams and knowing when to escalate.
The Customer Success Partner will also support the Customer Success Manager with key and strategic accounts.
Key Responsibilities
Customer Onboarding & Training
- Own the end-to-end onboarding journey for an allocated portfolio of customers, from handover through to successful implementation and go-live.
- Act as the main point of contact throughout onboarding, coordinating activities including site readiness, installation, account setup, and training.
- Deliver and coordinate customer training to ensure administrators and staff are confident using Cubbie.
- Support customers with user setup, sensory profiles, programmes, and relevant features.
- Proactively identify onboarding or training challenges and provide appropriate support or escalation.
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Customer Relationship Management & Success
- Build and maintain strong, trusted relationships with an allocated portfolio of customers.
- Act as the primary day-to-day relationship contact, maintaining regular communication beyond initial onboarding.
- Develop an understanding of each customer's objectives, needs, and challenges and help them maximise the value of Cubbie.
- Proactively identify opportunities to improve engagement, adoption, and customer experience.
- Identify potential customer risks or concerns and take appropriate action to support retention and long-term success.
- Assist the Customer Success Administrator with customer queries and support cases as required, maintaining accurate records of issues, resolution, and communications in CRM.
Customer Advocacy
- Act as the voice of the customer within Cubbie, ensuring customer needs, feedback, and priorities are understood across the organisation.
- Coordinate with internal teams to ensure customer requirements are owned and progressed effectively.
- Use sound judgement to balance customer needs with internal processes and priorities.
- Escalate significant customer concerns, risks, or recurring issues appropriately.
- Share customer insight and feedback to help inform improvements to the product, service, and customer experience.
Key & Strategic Account Support
- Support the Customer Success Manager in managing key and strategic customer accounts.
Experience, Skills & Attributes
Experience
The successful candidate will have:
- A minimum of 3 years' experience in Customer Success, Account Management, Customer Experience, or a similar customer-facing role.
- Demonstrable experience managing customer relationships throughout the customer lifecycle, including onboarding and ongoing engagement.
- Experience supporting customers through implementation, training, and adoption of a product or service.
- Experience managing multiple customers, priorities, and deadlines independently.
- Experience using CRM systems; Salesforce experience would be highly desirable.
- Experience working collaboratively across different teams and functions.
- Experience managing customer queries, with an understanding of when to resolve issues independently and when to escalate.
- Experience in a SaaS, technology, education, healthcare, or other service-based environment would be advantageous.
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Skills
- Excellent written and verbal communication skills, with the confidence to communicate effectively with a wide range of customers and stakeholders.
- Strong relationship-building and interpersonal skills.
- Excellent organisation and time-management skills, with the ability to manage and prioritise an independent workload.
- Strong problem-solving and decision-making skills.
- Good judgement, with the ability to take ownership while recognising when support or escalation is required.
- Strong attention to detail and accurate CRM and data management.
- Confident using technology and learning new systems and software.
- Comfortable delivering customer meetings, training, and presentations both virtually and in person.
- Strong collaboration skills, with the ability to work effectively across internal teams.
Personal Attributes
We are looking for someone who is:
- Customer-focused – genuinely interested in understanding customers and helping them achieve their objectives.
- Proactive – anticipates customer needs, takes initiative, and acts before issues escalate.
- Accountable – takes ownership of commitments and follows them through to completion.
- Independent – confident managing their own workload, priorities, and customer portfolio.
- Collaborative – works effectively across teams and acts as a strong advocate for the customer.
- Solutions-focused – approaches challenges positively and looks for practical ways forward.
- Empathetic and approachable – builds trusted relationships and makes customers feel valued and supported.
- Adaptable – comfortable working in a growing organisation where processes and priorities may evolve.
- Commercially aware – understands the importance of customer satisfaction, retention, and long-term relationships.
Apply
Send your CV and a short note telling us why you’re interested to rebeccakaciniel@cubbie-hub.com.
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