Customer Success & Adoption Leader (Hybrid NYC)

Hibob Inc.; New York (NY); Hybrid; USD 89,000 - 110,000; Full time

Job summary

HiBob is seeking an experienced SaaS Account Manager to lead mid-market relationships in the NYC area, balancing in-office collaboration with remote work across the country. Youll own adoption, retention, and cross-functional coordination with Product, Development, Marketing, and Sales.

You will build account plans, conduct quarterly business reviews, and advocate for customers while protecting revenue and identifying growth opportunities.

Qualifications

• SaaS account management or CSM experience with targets on net retention.
• Experience in B2B client-facing roles.
• Tech-savvy with a strong product adoption focus.
• Desire to work in a fast-paced startup environment.
• Strong work ethic, integrity and drive to succeed.
• Executive project management skills and cross-functional communication at the C-suite level.
• Experience with Salesforce & Web-based technologies.
• Experience with SFDC, Asana and/or ChurnZero is a plus.
• HR or HRM background is advantageous.

Responsibilities

• Build and execute an account-specific relationship framework with regular status calls, quarterly business reviews, account documentation, reference management and planning sessions.
• Manage a portfolio of mid-market accounts with a focus on adoption and usage.
• Collaborate with customers to drive workplace changes aligned with business goals.
• Serve as trusted advisor and ambassador of change within customers’ workplace.
• Advocate for customers by liaising with Product, Development, Marketing and Sales teams.
• Protect existing revenue streams, 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 relationships with key stakeholders and drive strategic account planning.

Skills

SaaS Account Management

CSM experience

B2B client-facing

Tech-savvy

Startup environment experience

Executive communication

Salesforce

Asana

ChurnZero

HR background

Tools

Salesforce

Asana

ChurnZero

Job description

HiBob is seeking an experienced SaaS Account Manager to lead mid-market relationships in the NYC area, balancing in-office collaboration with remote work across the country. Youll own adoption, retention, and cross-functional coordination with Product, Development, Marketing, and Sales.

You will build account plans, conduct quarterly business reviews, and advocate for customers while protecting revenue and identifying growth opportunities.