CS Strategy and Insights Manager

Job Description

About Us:

HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we’ve supported over 3,000 companies worldwide, including names like Monzo, Happy Socks, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."

Being a Bobber means bringing your whole self to work—whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.

HiBob is seeking a strategic and analytical Customer Success Strategy & Insights Manager to join our CS Operations team. In this role, you will lead strategic initiatives that optimize Customer Success (CS) performance, deliver impactful insights through data, and ensure alignment across global CS processes. You’ll be instrumental in driving customer health, retention, and growth by enabling data-driven decision making and fostering operational excellence across the CS organization.

• Bachelor’s degree in Business, Finance, Data Science, or related field—or equivalent work experience

• 4+ years of experience in Strategy, Operations, Analytics, or Customer Success-related roles

• Strong analytical and data skills, including advanced Excel and experience with data visualization tools like Tableau or Looker; SQL is a plus

• Familiarity with CS platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and other customer engagement tools

• Proven ability to translate data into actionable insights and strategic recommendations

• Experience in customer health modeling, churn analysis, and forecasting

• Excellent communication and collaboration skills—able to work effectively with both technical and non-technical stakeholders

• A proactive, curious mindset and passion for operational improvement and customer-centric strategies

Customer Success Insights & Analytics
Own and analyze customer data to uncover trends in adoption, engagement, and health. Work closely with CS leadership, Product, Finance, and Revenue Operations to develop insights that drive retention, expansion, and customer satisfaction.

Forecasting & Customer Health Modeling
Support CS leadership with accurate forecasting models related to customer churn, renewal, and expansion. Develop and maintain customer health scoring methodologies to enable proactive risk identification and opportunity tracking.

Executive Reporting & Strategic Planning
Deliver regular executive-level reporting and dashboards that highlight key customer trends, operational metrics, and opportunities for improvement. Help shape the strategic planning process through data-backed recommendations and long-term performance tracking.

Operational Excellence & Global Alignment
Ensure global consistency in CS processes, metrics, and tooling. Identify gaps and lead initiatives to streamline and scale CS operations across regions, ensuring smooth collaboration with cross-functional teams like Sales, Product, and Marketing.

Enablement & Tooling Partnership
Collaborate with Global CS Enablement to ensure teams are equipped with the right tools, insights, and best practices to drive outcomes. Support initiatives around training, playbooks, and knowledge sharing with a strong data foundation.

• Company share options plan
• We have a flexible hybrid working model
• Work from home allowance- to get your home office set up!
• Payment for sick leave from the first day
• 2 Social Impact days per year for volunteering
• Annual Headspace subscription and wellness benefits
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• 10 bis or cibus/wolt- you get to pick!
• Transportation allowance
• Dog-friendly
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Fun company and team social events (locally and virtually with our global teams)
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter