Customer Success

Customer Success Team Lead

New York Full time Posted on

Be one of the first CSMs in a team of passionate, bright and eager professionals. We work together to become subject matter experts and to keep up with an ever evolving product in a market that is in disruption. We work together to win together and celebrate customers we have!

About the position

We are looking for a strong Customer Success leader, who is first and foremost passionate about building and leading a team to achieve excellence and build for scale. Who is passionate about growing a world-class CSM team and building a scalable machine with a special focus on bob’s most strategic accounts. you are eager to create value to our customers and expand their business with bob, with the ability to establish a business relationship with C-levels and negotiate renewals and upsells. If you are passionate about HR and employee experience. If you are data-driven, detail-oriented and excited to roll up your sleeves to make customers successful with our product, this is for you.

Responsibilities

  • Work closely with our customers with a constant smile on your face and 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, representing the customer to dev and product
  • Protect existing revenue streams, identify and neutralize competitive threats
  • Assess client health and develop strategies to mitigate churn
  • Meet net retention and CSAT/ NPS KPIs through data driven analysis, planning, and execution.
  • 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
  • Establish and maintain relationship executive, strategic account planning, internal advocacy.
  • Collaborate with our Product, Dev, Marketing and Sales team
  • Manage a bob of business: renewals and upsells

Requirements

  • 5+ years of experience in customer-facing organizations
  • 2+ years leading a CS team
  • Business mindset with proven excellent business results
  • Background in HRM implementation or similar – advantage
  • Experience with enterprise accounts
  • Combination of post-sale and sales experience – ideal
  • Strong empathy for customers and passion for revenue and growth
  • A deep understanding of value drivers in recurring revenue business models with SMB and enterprise level accounts
  • Analytical and process-oriented mindset
  • Excellent communication and presentation skills
  • Relevant Bachelor’s Degree; preference for computer science or related degrees