Customer Success & Adoption Lead – Mid‑Market

Mosaic.tech; United States; Hybrid; USD 89,000 - 110,000; Full time

Job summary

HiBob is seeking an experienced Customer Success/Account Manager from the HR tech space to manage a portfolio of mid-market accounts and drive adoption and retention. You will serve as a trusted advisor, aligning product capabilities with customer business goals and collaborating across product, development, marketing, and sales teams.

Based in the NYC area, this role emphasizes in-person collaboration with a hybrid work model.

Qualifications

• SaaS Account Management or CSM experience with ownership of a book of business and targets on net retention.
• Experience in a B2B (client-facing) role.
• Tech-savvy with a strong interest in learning product functionality.
• Desire to work in a fast-paced startup environment.
• Executive project management skills and ability to communicate with the C-suite.
• Experience with Salesforce and web-based technologies.
• HR or HRM background is advantageous.

Responsibilities

• Build and execute an account-specific relationship framework with status calls, reviews, documentation, and planning sessions.
• Manage a portfolio of mid-market accounts focusing on adoption and usage.
• Collaborate with customers to drive workplace transformation and business outcomes.
• Become a trusted advisor and ambassador of change in our customers’ workplace.
• Advocate for customers within HiBob, coordinating with Product, Development, Marketing and Sales teams.
• Protect existing revenue streams and identify opportunities and risks.
• Assess client health and develop churn-mitigation strategies.
• Meet net retention and CSAT/NPS KPIs through data-driven planning and execution.
• Establish and maintain relationships with key stakeholders and promote internal advocacy.

Skills

SaaS Account Management

CSM

B2B experience

Salesforce

Asana

ChurnZero

HR background

Tools

Salesforce

Asana

ChurnZero

Job description

HiBob is seeking an experienced Customer Success/Account Manager from the HR tech space to manage a portfolio of mid-market accounts and drive adoption and retention. You will serve as a trusted advisor, aligning product capabilities with customer business goals and collaborating across product, development, marketing, and sales teams.

Based in the NYC area, this role emphasizes in-person collaboration with a hybrid work model.