Customer Success Manager|Adoption

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

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.

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! 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

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.