Self-storage is the fastest growing asset class in commercial real estate – surpassing $50 billion annually in the U.S. last year. There are more than 70,000 self-storage properties in North America, operated by more than 35,000 independent business owners who provide service to tenants. Cubby’s mission is to empower self-storage operators to grow their independent and family-owned businesses by optimizing the process and minimizing administration efforts.

We’re a seed-stage company with a small, focused engineering team, 80+ clients, and quickly growing revenue. Being backed by a phenomenal group of investors, cooperative customers, and 25+ of the industry’s most influential advisors, gives us the access and resources to build things right and think for the long term.

This role focuses on managing customer implementations and ensuring projects, data onboarding and configurations are delivered on time, leading to strong customer outcomes and satisfaction. You will manage multiple customer projects at once, stay extremely organized and help launch entire organizations on the Cubby platform concurrently. You’ll play a critical role in developing and refining processes that will shape the success of our implementation function.

Responsibilities:

• Cultivate a deep understanding of Cubby’s problem space and our users
• Be an expert on Cubby products and services and understand how they can be leveraged to help clients achieve desired outcomes.
• Manage multiple customer implementation projects, ensuring on-time delivery and alignment with customer goals and success metrics.
• Partner with Cubby CS team during implementation to foster trust and effective communication with customers
• Coordinate cross-functional resources to ensure seamless delivery and customer satisfaction.
• Drive customer outcomes by maintaining focus on key objectives, resolving challenges, and keeping projects on track.
• Create and maintain detailed project documentation, including implementation plans, project plans, milestones, risk assessments, and progress reports.
• Proactively identify and address implementation risks and challenges, providing effective solutions to ensure success.
• Contribute to the development and refinement of implementation processes, supporting scalability and efficiency in a growing team.
• Transition customers smoothly to post-implementation support, ensuring a clear and well-documented handoff.
• Support the playbooks, processes, measurements and systems that enable clients’ success and Cubby’s decision making.
• Work collaboratively with product and design teams to refine Cubby’s offering.

Requirements:

• You have 2+ years of experience in an onboarding / implementation role;
• Excellent written and verbal English skills;
• Familiarity with data integration, software configuration, or workflow optimization.
• You have a thoughtful, informed opinion on what makes great customer experiences
• A strong desire for creative problem-solving with a positive attitude
• You are a self-starter. This is a seed-stage company where you’ll have to wear a lot of hats and help us create momentum.
• You are a generally pleasant and consistently dependable colleague

Nice-to-have:

• Self-Storage or Commercial Real Estate industry knowledge and experience
• Familiarity with CRM, Payments, Real Estate Accounting, Customer Messaging, Fintech Lending, and/or e-commerce checkouts
• Experience with customer facing roles
• An understanding of what is required of an early state business employee to make a startup successful
• Outstanding writing, organizational and documentation skills
• Outstanding data and financial analysis skills