Customer Success Manager, HiBob
+ Share Options Plan
2+ days a week in office
A modern HR platform powering productivity, engagement, and retention
Open for applications
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Open for applications
+ Share Options Plan
2+ days a week in office
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- We are looking for an experienced, energetic and positive Customer Success Manager
- You will have great interpersonal skills as well as a strong bias towards excellent client service
- You will be analytical and have great organisational skills
- You will have experience in customer success in a tech/SaaS-based business
- B2B SaaS CSM experience, owning an EU book of business with targets on net retention
- Experience working in B2B (client-facing) role
- Fluent in English
- A passion to learn the products’ functionality, and you’re tech-savvy
- A desire to work in a fast-paced startup environment
- A strong work ethic, integrity and desire to succeed
- Executive project management skills and able to communicate effectively across the C-suite
- Experience working with Salesforce & Web-based technologies
- Experience with SFDC, Asana and/or ChurnZero is advantageous
- An HR or HRM background is advantageous
What the job involves
- Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions
- Work to understand the HR objectives our clients have and how they contribute to the wider business goals. Work to become a trusted advisor within the account to tailor use cases and develop success plans to achieve desired outcomes
- Manage a portfolio of accounts with a focus on adoption and usage
- Work closely with our customers various stakeholders with the drive to help them change their workplace and achieve their individual and business goals
- Become the customer advocate in HiBob, collaborating with our Product, Development, Marketing and Sales teams
- Protect existing revenue streams, identify opportunities and risks
- Assess client health and develop strategies to mitigate churn
- Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution
- Provide ongoing product enablement for customers across product catalogue
- Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy
- Stay up to date with evolving HR industry trends, compliance changes, and emerging technologies to proactively guide clients and ensure the platform aligns with modern workforce needs
- Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value
- Proven ability to leverage AI and automation in developing scalable success strategies that enhance efficiency and business impact
- Experience applying AI-driven insights and automation to improve customer engagement, personalize experiences, and deliver measurable value
Salary benchmarks
Our take
Developing and maintaining talent is a big challenge for companies that are scaling quickly. Hibob are trying to be one of the solutions.
There are an increasing number of startups attracting huge amount of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services is big and growing.
Hibob have attracted high profile customers like Monzo, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's recent acquisition of Cassiopeia - a Workplace Relationships Analytics Startup, will afford companies better insights to improve team communications and support flexible work models. Together, they wish to offer thousands of companies the tools they need to maximize the employee experience in our increasingly digital world.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2024
$150m
SERIES E
Sep 2023
$150m
LATE VC
Total funding: $715m
Company benefits
- Company share options plan
- Flexible hybrid working model
- Work from home allowance: to get your home office set up how you like it
- Volunteering days: Two days each year to support your community
- Employee referral program paying up to $2,500 for each successful referral
- Work from anywhere: Temporary remote work from anywhere in the world for up to two months (after six months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob Balance Days: A company-wide long weekend at the beginning of each quarter (four additional days of leave)
- Generous annual leave allowance
- Pension scheme
- Birthday day off: Take the day off and receive a special gift
- Cash allowance for health insurance
- Travel season ticket loan
Company values
- Bring me, win as we: When we come together as a global team, we can build something trailblazing. Every Bobber can show up as their authentic self, strengthening the connections in our village and having an exponential impact.
- Build the exceptional: Everyone contributes to building the exceptional at HiBob. We are leading the way in what a functional, flexible, and fun HR platform and mindset looks like.
- We do what we say: We are intentional and take pride in aligning our actions with our words. We deliver today on the promises we made yesterday. We actively use our product and seek to drive best practices.
- Trust and empower each other: Bobbers shine when those around them shine, too. We hire smart people who have the freedom to do their jobs in the best possible way.
- Interact with transparency and openness: Information is a resource to be shared, not a resource to be guarded.
- Grow through what we go through: We need to be agile and adapt. With every challenge and experience we go through, we learn, improve, and remain resilient.
Company HQ
London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously SVP of Technology at Kenshoo, VP of IT Business Management at VMware, and VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. He also spent two years at Akamai Technologies as a Senior VP and GM of the Security Division.
People progressing
Joined HiBob in 2021 as SMB Customer Success Manager and grown to lead the Global SMB Account Manager team in the Customer Growth division, driving scalable growth and success with global customers.
Joined the CX team in 2018 and helped build the SMB CSM team as one of its first members. Has progressed through leadership roles and is now Head of SMB Customer Success, driving adoption & retention.
Joined as a Customer Success Manager in 2022 before moving to our Sales Engineering team after 18 months. Has since been promoted to Senior Sales Engineer, supporting our Partnerships team.
Diversity, Equity & Inclusion at HiBob
- Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire. We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).
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