Analyst - Customer Success

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