Analyst - Customer Success

London | Customer Success | Full-time

Job Description

About Us 

Hibob was founded to modernise HR tech. Hibob's intuitive and data-driven platform, bob, was built for the way people work today: globally, remotely, and collaboratively. 

Since its launch in late 2015, bob has achieved consecutive triple-digit year-over-year growth, and become the HRIS of choice for more than 1,500 modern, midsize and multinational companies who understand that a powerful, agile HR tech suite is mission-critical and a key driver of organisational success. Fast-growing companies across the globe such as Monzo, Happy Socks, Gong, Fiverr, and VaynerMedia rely upon bob to help HR and managers connect, engage, develop, and retain top talent.

  • Disruptive SaaS Organisation 
  • Series C funded $274 M 
  • Offices in New York, London, Tel-Aviv, Amsterdam and Australia

Learn more about the amazing CS Department in the following link.

About the role

We’re looking for an energetic and positive Customer Success Analyst to join our Customer Success Operations Team. This is a business-critical team, working closely with our Head of Customer Success Operations to the surface and present insights from our data to predict & prescribe solutions across the CS function to mitigate churn, drive new ARR, and improve overall efficiency. You will work with various stakeholders within the Customer Success team and cross-departmentally to gather requirements, define solutions and execute on those solutions.

While collecting data to build dashboards and reports is a part of the role we are looking for someone who loves unlocking the potential of our current data and new data. Working with the Head of CS Operations you will assist in improving the flow of data across our CS tools while also measuring, analyzing, and using this data to suggest actionable insights. A Customer Success Analyst knows how information flows and who needs what information while providing the story of the data to find untapped value.

We are looking for an analyst with a customer-centric mindset and empathy for the people behind the numbers while continuing to stay curious about what lies in the data.

Key projects you will work on:

  • Work with the CS Ops team to analyse and provide insights on CS specific dashboards and metrics to mitigate churn, unlock new revenue, and predict strong advocates.
  • Provide ongoing measurement & analysis of revenue, risk, and efficiency KPIs
  • Build forecast models for revenue, risk and efficiency
  • Deliver regular revenue digests communicating CS team performance to leadership
  • Provide proactive decision support to enable action-oriented business planning 
  • Collaborate closely with leadership to optimise reporting framework for individual contributors and CS managers
  • Analyse, and present insights on how we can improve our current new revenue and risk forecasting models.
  • Provide ad-hoc reporting support, as needed

Requirements

  • Demonstrable experience in revenue operations, customer success operations or business intelligence
  • Extensive experience with Sales & BI tools including Salesforce, Tableau, and Excel.
  • Analytically minded with exceptional attention to detail and time-management skills
  • A love for asking the right questions, evaluating requirements, analysing data, and puzzle-solving.
  • A passion for storytelling through the data but can keep it simple.
  • Attention to detail and an eye for creating visually appealing and insightful dashboards.
  • Desire to work in a fast-paced scale-up environment
  • Solution-oriented

Advantage if you have the following

  • Experience in prediction analysis and modelling.
  • Strong business acumen to prioritise project plans or tasks 
  • SalesForce Reporting and Dashboarding

***Learn about our hybrid working model***

Why work with us

At Hibob we are committed to creating an excellent employee experience. Our employees, culture, and additional benefits all make bob a great place to work, come join us! We offer a competitive compensation package that includes salary, benefits, and pre-IPO equity. We have a beautiful office located in Farringdon, London.

  • Company share options plan
  • Pension scheme auto-enrolment from day 1
  • Cash allowance for health insurance
  • Annual vision allowance
  • Hybrid working model
  • Work from home allowance - to get your home office set up!
  • We love birthdays - take the day off and receive a special gift  
  • 2 Social Impact days per year for volunteering
  • Annual Headspace subscription and wellness benefits
  • Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
  • Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
  • Fun company and team social events (locally and virtually with our global teams)
  • Perkbox membership
  • Travel support (cycle scheme and season ticket loans)

Apply for this role