Customer Success Manager|Adoption

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

About Us
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3600 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe rely upon Bob to help them create the best work experiences for their people.
Come and be you with us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.
**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office 3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!

Job requirements

Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have nearly enough experience, or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us.

• SaaS Account Management or CSM experience, owning a book of business with targets on net retention
• Experience working in B2B (client-facing) role
• A passion to learn the products’ functionality, and you’re tech-savvy
• A desire to work in a fast-paced startup environment
• A strong work ethic, integrity and desire to succeed
• Executive project management skills and able to communicate effectively across the C-suite
• Experience working with Salesforce & Web-based technologies
• Experience with SFDC, Asana and/or ChurnZero - advantage
• An HR or HRM background - advantage

Job responsibilities

What will you do?

• Build and execute an account-specific relationship framework inclusive of regularly 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 closely with our customers with the drive to help them change their workplace and achieve their business goals
• Become a trusted advisor and ambassador of change in our customers’ workplace.
• Become the customer advocate in HiBob, collaborating with our Product, Development, Marketing and Sales teams
• Protect existing revenue streams, 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, strategic account planning and promote internal advocacy.

Base salaries for this role range from $89,000 - $110,000 per year. Additionally this role has a variable compensation component.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates’ depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.

At HiBob, our people are at the heart of everything we do.
We’re building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. With a vibrant NYC office and remote teammates across the country, we’ve created an environment where people can be themselves, grow quickly, and make a real impact.
Joining HiBob means