Director, Customer Growth - Americas

Mosaic.tech; United States; Hybrid; USD 153,000 - 195,000; Full time

Job summary

HiBob seeks a strategic, commercially minded Director of Customer Growth to lead existing-customer growth across the US, Canada, and Latin America. This regional GTM leader owns the full Customer Growth motion—from upsell and cross-sell to renewal uplift.

Reporting into Customer Growth leadership, you will guide the Americas Account Management and Renewal teams, set strategy and cadence, and establish commercial standards to deliver predictable growth from HiBob's installed base.

Qualifications

• 5+ years leading Account Management, Customer Growth, Expansion, Renewals or related post-sales org in a high-growth B2B SaaS environment.
• Proven track record delivering ARR across an existing customer base in a regional market.
• Experience coaching managers and individual contributors in multiple commercial motions.
• Strong understanding of recurring-revenue economics and NRR.

Responsibilities

• Own the Americas Customer Growth commercial outcome including expansion ARR from upsell and cross-sell and renewal uplift.
• Lead the full regional Customer Growth motion, aligning Account Management and Renewal Management under one strategy and cadence.
• Translate regional goals into clear expectations for managers and teams across pipeline, renewal coverage, and forecast accuracy.
• Scale the Hunt and Harvest model with proactive whitespace and lifecycle expansion.
• Build a rigorous operating rhythm for weekly forecasting, deal progression, and performance management using Salesforce and Clari.
• Coach teams on value-led selling and MEDDPICC for complex opportunities.
• Partner with cross-functional teams to remove friction and drive ARR growth.

Skills

Account Management

Customer Growth

Expansion Sales

Renewals

Forecasting

Leadership

MEDDPICC

Salesforce

Clari

Outreach

Tools

Salesforce

Clari

Outreach

Job description

About Us

HiBob helps modern, mid-size businesses transform the way they manage people. Our HR platform gives HR leaders and managers the tools they need to connect, engage, develop, and retain their people. Built for the way people work today – globally, remotely, and collaboratively – Bob helps organizations create better work experiences at scale.

Being a Bobber means bringing your full self to work and doing your best work alongside thoughtful, ambitious people. We are building a global team that values curiosity, ownership, collaboration, and a genuine commitment to customer success.

It's an exciting time to join! Salesforce is leading a $166 million investment in the company, supporting our vision to bring trusted people context into the AI-powered enterprise. As we accelerate our product, technology, AI, and innovation roadmap, you'll have the opportunity to help shape what comes next.

About the Role

We are looking for a strategic, commercially minded Director of Customer Growth to lead HiBob's existing-customer growth business across the US, Canada, and Latin America. This is a regional GTM leadership role with end-to-end accountability for the full Customer Growth UU motion across the Americas: expansion through upsell and cross-sell, together with renewal uplift.

Reporting into Customer Growth leadership, you will lead the regional Account Management and Renewal Management organization through its people managers, setting the strategy, operating rhythm, and commercial standards required to deliver predictable growth from HiBob's installed customer base.

The Americas is a critical growth market for HiBob. Your mandate is to build a scalable, high-performance Customer Growth engine that captures the opportunity across the customer lifecycle, deepens strategic customer relationships, and increases HiBob's presence and brand awareness through a growing base of successful customers.

You will balance the proactive "Hunt" for expansion opportunities with disciplined "Harvest" execution at renewal. Efficiency is non-negotiable: growth should scale through sharper prioritization, account tiering and intent signals, AI and automation, smart bundling, and repeatable commercial playbooks rather than linear headcount growth.

Location: New York City or the surrounding area preferred; open to candidates located within the Eastern Time Zone. Candidates based in the NYC metro area are expected to work a hybrid schedule.

• 5+ years experience leading Account Management, Customer Growth, Expansion Sales, Renewals, or another commercial post-sales organization in a high-growth B2B SaaS environment
• A proven track record owning and delivering a meaningful regional recurring-revenue target across an existing customer base
• Demonstrated success growing ARR through upsell, cross-sell, and renewal uplift, with a strong understanding of recurring-revenue economics and NRR
• Experience leading managers and multiple commercial teams or motions; the ability to coach leaders as well as individual contributors is important for this role
• Proven experience leading managers and multiple commercial motions
• Ownership of a meaningful recurring-revenue target
• Demonstrated success across upsell, cross-sell and renewal uplift
• NRR, expansion ARR, renewal performance and churn-risk expertise
• Pipeline creation from the installed base, not simply pipeline management
• Strong forecasting, pipeline generation, deal and pipeline inspection, and performance-management capability in a quota-carrying SaaS environment including QBRs and renewal coverage
• Strong proficiency with Salesforce and experience with revenue intelligence and forecasting platforms such as Clari, and with outreach platforms
• Strong knowledge of MEDDPICC or a comparable enterprise sales methodology, with the ability to coach complex commercial opportunities
• Demonstrated use of AI, automation, data, and customer signals to improve seller prioritization, productivity, and commercial outcomes
• Strong commercial and analytical judgment, with the ability to move fluidly between regional strategy, operating metrics, people leadership, and individual deal execution
• Executive presence and excellent communication, coaching, and presentation skills, with the ability to influence senior customer stakeholders and cross-functional GTM leaders
• Cross-functional GTM leadership
• Separate Preferred criteria, including HR tech experience and experience leading AM + Renewal organizations together
• Experience in HR technology, HRIS, or a related enterprise software category is a plus

• Own the Americas Customer Growth commercial outcome across the US, Canada, and Latin America, with accountability for expansion ARR from upsell and cross-sell and for commercial uplift at renewal.
• Lead the full regional Customer Growth UU motion, bringing Account Management and Renewal Management together under one clear strategy, operating model, forecast, and performance cadence.
• Deliver against regional Customer Growth targets, translating goals into clear expectations for managers and teams across pipeline creation, conversion, renewal uplift, forecast accuracy, and quota attainment.
• Lead, coach, and develop the Americas Customer Growth leadership team and organization, creating clear accountability, strong succession, and high- performance commercial culture.
• Scale the "Hunt and Harvest" model: build proactive whitespace and lifecycle expansion while ensuring renewal opportunities are systematically managed for appropriate uplift and commercial value.
• Create pipeline, not just manage it. Establish a signal-led approach using account tiering, intent data, customer lifecycle triggers, adoption insights, and structured plays to identify and prioritize the highest-value growth opportunities.
• Build a rigorous operating rhythm for weekly forecasting, pipeline inspection, deal progression, renewal coverage, QBRs, and performance management using Salesforce, Clari, and the relevant Customer Growth tooling.
• Improve productivity, average deal size, and deal velocity through AI-enabled workflows, automation, smart product bundles, scalable outreach, and differentiated high-touch and lower-touch motions.
• Coach teams on value-led selling and complex commercial execution, using MEDDPICC and consistent deal inspection to improve qualification, stakeholder alignment, and close execution.
• Build trusted executive relationships across strategic customers and act as a senior commercial escalation point for complex expansion and renewal conversations.
• Partner closely with Customer Success so customer value, adoption, risk, and commercial opportunity translate into coordinated retention and growth actions without blurring functional ownership.
• Partner with Sales, Sales Engineering, RevOps, Marketing, Product, Implementation, Finance, Legal, and Deal Desk to remove friction from the customer lifecycle and ensure Customer Growth is represented in decisions affecting expansion and renewals.
• Represent the Americas customer and market perspective in global Customer Growth strategy, sharing insights and scalable practices that strengthen HiBob’s broader growth model.
• Recruit, onboard, ramp, and retain exceptional Customer Growth talent as the organization scales.

How Success Will Be Measured

• Total Americas Customer Growth UU / commercial growth performance.
• Expansion ARR from upsell.
• ARR generated through renewal uplift.
• Net Revenue Retention (NRR) and protection of the existing revenue base.
• Regional, team, and individual quota attainment.
• Expansion and renewal pipeline creation, coverage, conversion, and forecast accuracy.
• Average deal size, deal velocity, and productivity / efficiency of the Customer Growth organization.
• Successful development, ramp, retention, and succession of a high-performing regional team.

Base salaries for this role range from $153,000 - $195,000 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.