Customer Success Director

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people's lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

The Client Success Director acts as a liaison between Cubic and our clients, aiming to drive retention, growth, and overall positive experiences. Responsible for managing and nurturing relationships with Cubic's top (Signature) clients, maintaining exceptional client relationships, driving retention, maximizing client satisfaction with our products and services, and driving growth. Matrix responsibility with the business development teams and regional account leadership. This position works under limited supervision and direction.

Essential Job Duties and Responsibilities:

• Establish, develop and maintain strong, trusted relationships with senior executives within Cubic's Signature clients.
• Serve as the primary point of contact for client inquiries, requests, and escalations.
• Understand client needs, objectives, and expectations to improve client growth and engagement.
• Identify opportunities for upselling or cross-selling based on client needs and Cubic's offerings.
• Gather client feedback and insights to enhance Cubic's products/services.
• Address client concerns and issues promptly, collaborating with Cubic's internal teams to ensure resolutions.
• Monitor key performance indicators (KPIs) related to client success: retention rates, growth, and satisfaction scores.
• Prepare regular reports highlighting client success and execution of actions plans for improvement.
• Analyze client data and performance metrics to identify opportunities for retention and expansion.
• Implement initiatives to increase client satisfaction, engagement, and overall lifetime value of Cubic solutions.
• Work closely with the sales team to identify upsell/cross-sell opportunities and drive revenue growth.
• Act as an advocate for clients within the organization, ensuring their needs are understood and addressed.
• Resolve escalated client issues and concerns in a timely and effective manner, fostering trust and loyalty.
• Bring the customer voice into new ideas for profitable growth opportunities, including how to position winning solutions with customers.
• Assist in opportunity-specific customer engagement strategy and approach, including proposals, demonstrations, etc.
• Works with Marketing and Business Development teams to improve client satisfaction and success.
• Maintains productive relationship across Cubic's internal teams.

Minimum Job Requirements:

• Four-year college degree, in engineering, management, or related field, plus a minimum of ten years related experience in either the technology or transportation industries. Master's Degree preferred.
• Business experience with transportation systems is desirable. Proven experience in a client success or account management role, with at least 10 years in managerial/supervisory capacities.
• Analytical mindset with a focus on data-driven decision-making.
• Requires the ability to effectively deal with technical and management representatives of U.S. and foreign government and industrial customers.
• Must have excellent communication, negotiation and problem solving skills.
• Both domestic and international travel required.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

Cubic Pay Range:

$155,000 -$250,000+ benefits.

*Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Worker Type:

Employee