SMB Customer Success Manager

Description

About Us

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Gong, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Come and be you with us

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

We are looking for an experienced, energetic and positive Customer Success Manager to own and manage a significant book of Small to Medium clients. You will have great interpersonal skills as well as a strong bias towards excellent client service. You will be analytical and have great organizational and multitasking skills, and the ability to provide great service to a large number of accounts. You will have experience in customer success, account management or customer service in a SaaS-based business. You’re a positive individual, self-motivated, and with a can-do attitude.

Position Summary

We are looking for a strong Customer Success Manager, who is first and foremost passionate about working with our small/mid segment customers to make sure they see value from bob.

They will be managing a large book of business with the focus on being strategic with the clients, establishing business relationships with C-level as well as the HRIS and negotiating renewals and upsells.

If you are passionate about HR and employee experience; If you are data-driven, detail-oriented and excited to roll up your sleeves to make customers successful with our product, this is for you.

What will you do?

• Manage a large portfolio of small/mid accounts with a focus on building relationships at scale, yielding to super-high renewal and satisfaction rate, and ensuring growth.
• Protect existing revenue streams, identify opportunities and risks, utilizing automations and playbooks to maximize results.
• Assess client health data and develop strategies to mitigate churn with proactive health plans and negotiation.
• Optimize client’s use of bob with check-in’s and feature adoption calls, according to our best-practices ensuring your book is getting value from bob
• Become the customer advocate in Hibob, collaborating with our Product, Community, Support, Marketing and Sales teams
  
  

• At least 3 years SaaS account management or CSM experience - Must
• Passion to learn the products’ functionality, and tech-savviness
• Project management skills and ability to prioritize and execute
• HR or HRM background - advantage
• Excelling in achieving KPIs and targets
• Desire to work in a fast-paced startup environment
• Strong work ethic, integrity and desire to succeed
• Team player
• Experience with SalesForce, ChurnZero, Slack, Tableau, Zendesk - advantage