Customer Success Manager|Adoption
About The Position
HiBob is hiring a Customer Success Manager focused on adoption to manage a portfolio of mid-market accounts, helping customers increase product adoption and usage and achieve their business goals. The role builds trusted customer relationships and acts as an ambassador of change and customer advocate within HiBob, partnering with Product, Development, Marketing, and Sales. It is accountable for protecting revenue, identifying risks and opportunities, mitigating churn, and meeting net retention and CSAT/NPS KPIs through data-driven planning and execution. The position is hybrid for candidates in the New York Metro Area, with three days per week in HiBob’s NYC office required.
Requirements
- SaaS account management or customer success experience, including ownership of a book of business with net retention targets.
- Experience in a client-facing B2B role.
- Passion for learning product functionality and strong technical aptitude.
- Desire to work in a fast-paced startup environment.
- Strong work ethic, integrity, and desire to succeed.
- Executive project management skills and ability to communicate effectively across the C-suite.
- Experience working with Salesforce and web-based technologies.
- Must be located in the New York Metro Area and willing to work in the NYC office three days per week.
Nice To Haves
- Experience with SFDC, Asana, and/or ChurnZero.
- An HR or HRM background.
Responsibilities
- Build and execute account-specific relationship frameworks, including scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.
- Manage a portfolio of mid-market accounts, focusing on adoption and usage.
- Work with customers to help them transform their workplaces and achieve business goals.
- Act as a trusted advisor and ambassador of change in customers’ workplaces.
- Represent the customer within HiBob and collaborate with Product, Development, Marketing, and Sales teams.
- Protect existing revenue streams and 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.
- Establish and maintain relationships with key stakeholders, conduct strategic account planning, and promote internal advocacy.
Benefits
- Equity in a global, high-growth HR tech SaaS company.
- 401(k) with a 3% company match.
- $2,500 employee referral bonus.
- Medical, dental, and vision coverage from day one.
- $1,920 annual wellness stipend.
- Annual Headspace membership and expanded wellness benefits.
- Hybrid working model for Bobbers in the NY metro area.
- Temporary work from anywhere for up to two months per year after six months.
- Generous paid time off and company holidays.
- Four additional Bob Balance Days per calendar year.
- Birthday off and a special gift.
- Home office allowance.
- Two paid Social Impact days each year.
- Frequent team and company social events, both in-person and virtual.
- Dog-friendly office.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
