Customer Success Manager|Adoption

HiBob • ,

5d • $89,000 - $110,000 • Hybrid

About The Position

HiBob is seeking a Customer Success Manager focused on adoption to manage a portfolio of mid-market accounts. The role centers on increasing customer adoption and usage, protecting revenue, and achieving business outcomes for customers. The Customer Success Manager will build trusted relationships, serve as a change-management advisor and customer advocate, and collaborate with Product, Development, Marketing, and Sales. The position is hybrid for candidates in the New York Metro Area, with three days per week in the NYC office.

Requirements

• SaaS account management or Customer Success Manager 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 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.
• 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 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 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, effective the month following the start date.
• $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 birthday gift.
• Home office allowance.
• Two paid Social Impact days each year.
• Frequent team and company social events, in-person and virtual.
• Dog-friendly office.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed