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, achieve business goals, and improve their workplace. The role builds trusted customer relationships and acts as an advocate for customers within HiBob, partnering with Product, Development, Marketing, and Sales. The position is remote for eligible states, with candidates required to reside in the Eastern Time Zone. Candidates based in the NYC area must follow a hybrid schedule at the NYC office. The role focuses on protecting existing revenue, identifying opportunities and risks, reducing churn, and meeting net retention and CSAT/NPS KPIs through data-driven planning and execution. Compensation is a base salary of $89,000–$110,000 per year plus variable compensation.
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 comfort with technology.
- 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 reside in the Eastern Time Zone and in one of HiBob’s listed authorized hiring states.
Nice To Haves
- Experience with SFDC, Asana, and/or HubSpot.
- 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 with a focus on adoption and product usage.
- Work with customers to help them change their workplace and achieve business goals.
- Become 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 each calendar year.
- Birthday off with a gift.
- Home office allowance.
- Two paid Social Impact days each year.
- Frequent in-person and virtual team and company social events.
- Dog-friendly office.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
