Customer Success Team Leader

Sydney | Customer Success | Full-time

Job Description

About Us 

Hibob is a vibrant, dynamic, happy place to work at. A start-up with an amazing culture, and bright and resourceful people in several locations all around the globe. It is a cloud-based people management solution. The platform ‘bob’ brings work to life. bob offers a beautiful way for employees to show their true colours and connect with each other – putting a sense of belonging at the heart of any company culture 

● Disruptive SaaS Organisation 

● Series C funded $274 M 

● Offices in New York, London, Tel-Aviv, Amsterdam and Australia


About You

We are looking for an experienced, energetic and positive CS Leader. You will have great interpersonal skills as well as a strong bias towards excellent client service. You will be analytical, strategic and have great organisational skills. You will have experience in account management & customer success in a tech/SaaS B2B -based business. 

What will you do? 

  • Manage, mentor, hire and lead a team of CSMs
  • Ensure the customer is at the heart of everything we do, bringing your experience of customer-centric behaviors
  • Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, EBRs, QBRs, account documentation, reference management and account planning sessions 
  • Manage a portfolio of accounts with a focus on renewals and expansions
  • Work closely with our customers with the drive to help them change their work 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.

Requirements

You’ll be great for this role if you have.

  • Customer-Centric Attitude
  • At least 7 years SaaS CSM or Account Management experience for B2B organizations
  • 6+ years of owning APAC book of business with targets on net retention with main KPIs on low churn and expansions: Upsells & cross-sells
  • 3+ years of experience managing a CSM and/or an AM team
  • Experience in building and executing strategies to grow the book of business
  • Supporting the team to deliver strategic EBRs and QBRs 
  • Strategizing with individual contributors to ensure revenue, churn and NPS KPIs are achieved
  • Experience in accurately forecasting and hitting revenue targets 
  • A passion to learn the products’ functionality, 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 an ability to communicate effectively across the C-suite 
  • Experience working with Salesforce & Web-based technologies 
  • Experience with Intercom, Slack, Quicksight, Zendesk, Airtable - advantage
  • An HR or HRM background - advantage


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

Sydney, Australia.

  • Company share options plan
  • Pension scheme from day 1
  • Hybrid working model (Sydney based bobbers)
  • 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
  • Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
  • 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

*** HiBob has already established a legal entity in Australia and has an office.

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