Vice President of Customer Success, HiBob
United States
$212-280k
+ Stock options
More information about location
2-3 days a week in office
A modern HR platform powering productivity, engagement, and retention
Be an early applicant
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Be an early applicant
$212-280k
+ Stock options
More information about location
2-3 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
- You will have extensive experience as a CS executive in HCM and/or FinTech with a passion for value, impact and ROI through driving customer value and optimizing best in class operational excellence
- Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have nearly enough experience, or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us
- Customer success executive experience: Lead and strategize customer success in a fast growing scale- up that services mid-market to sub-enterprise clients
- Customer obsession & service orientation: Deliver exceptional service to all our clients, that is first and foremost providing value to our clients, while nurturing client retention and growth
- Team leadership: Your mission is to scale a high-performing team and establish efficient and smooth processes in an inclusive, positive and top performing culture
- Extensive CoreHR knowledge (and/or Finance): A strong understanding of HCM and/or Finance processes, the economic buyer and decision maker personas
- Problem-solving skills: The ability to identify and resolve complex issues, including discrepancies, errors, and employee inquiries. Experience in troubleshooting problems and implementing solutions
- Communication and collaboration: Strong interpersonal and communication skills to effectively collaborate with other departments, such as Product and Sales, and regions
- Continuous improvement mindset: A proactive approach to identify opportunities for process improvement and implementing best practices. Experience in implementing automation tools, streamlining processes, and enhancing payroll efficiency
- Hands on AI Experience: You have spent time to build your own agent, reimagined CS leveraging AI and maximizing human connectivity and have proven experience using AI in your current role
What the job involves
- We are looking to enhance our amazing Customer Success team in the Americas with a strong executive leader that will oversee our regional customers across all segments and all products
- You will oversee our Americas book of business and scale a world class HCM & payroll Customer Success team, all while partnering with our global Services and Operations team, Customer Experience and Customer Growth teams
- This is a unique opportunity to shape the darling of the HCM industry as we are rolling out our new Finance and Payroll solutions for the US as we continue to widen and deepen our HCM product suite
- You will consistently innovate and use AI to redefine how we serve our US market while aligning with our International CS organization
- This role will be critical in our journey to become the HCM vendor of choice for the Mid-size, Multinational, Modern businesses in the Americas
- As part of your role, you will be a critical translator of the voice of our US customers, and partner with the Product Management team to optimize the HCM, payroll, Ben-Admin and Finance platform to address our clients’ needs, with the Bob user experience as a guiding principle - to provide excellent user experience to all employees
- Join us to lead a team of passionate, bright and eager Customer Success professionals as well as our newly established payroll services and support teams. We work together to become HR subject matter experts, keep up with an ever-evolving product in a market that is at disruption
- Own the Americas book of business end to end with key focus on customer gross retention and satisfaction by driving customer value through adoption
- Build our Americas CS strategy and lead the local CS leadership team
- Take an active part in CS strategy and company customer centricity as a member of the global CS executive leadership team
- Lead a world-class regional Customer Success Management team of ~15 bobbers
- Act as regional lead for Customer Success in the Americas(including dotted line support for our Professional Services and Customer Experience team members based in the Americas) ~30 bobbers
- Serve as executive sponsor for key accounts as well as escalation where needed
- Own the voice of Americas’ customers
- Partner with our Americas AM(Account Manager) leader to strategize around customers’ expansion while maximizing value for them, keeping them engaged and content - with clear targets on CSQLs to push NDR up and to the right
- Partner with sales leadership to build the worlds’ best customer community of advocates, while keeping sales accountable for setting the right expectations
- Drive and own CS KPIs (satisfaction, product adoption, retention & expansion) as well as payroll operations SLAs, efficiency and satisfaction
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 or savings plan
- Birthday day off: Take the day off and receive a special gift
- Headspace subscription to help look after your mental health
- Private health coverage
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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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. To achieve this, we are committed to being proactive at all levels, ensuring 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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