VP Customer Success

Job title:

VP Customer Success

Company

HiBob

Job description

Description:About UsHiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3000 midsize and multinational companies.Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.Come and be you with usBeing a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.About the roleWe’re looking for a strong Customer Success Executive, who is passionate about growing a world-class Customer Success Management team mainly focused on customer retention and satisfaction through Customer Value and relationship building. You will be optimising and further scaling the machine, with a special focus on Bob’s most strategic accounts. We’re looking for a people person who is data-driven and strategic. You’ll be a team player that will closely collaborate with the Account Management leadership to partner on retention and support expansion. You’ll also work closely with the global CS service and ops leaders to achieve company business objectives.About HiBob’s Customer Success TeamJoin us to lead a team of passionate, bright and eager professionals. We work together to become HR subject matter experts, keep up with an ever-evolving product in a market that is at disruption. We work together to win together. We celebrate every go live and strive to keep our customers happy and fans of Bob, as well as empowered by it. We leverage our relationship to form a close community of influential HR people that put their people first.What will you do

• Owning UK, EU, APJ and IL Enterprise and Mid-Market book of business with targets on net retention with main KPIs on gross retention, and key focus on Customer Value.
• Leading a world-class Customer Success Management group
• Serving as the main point of escalation for clients.
• Partnering with the product team on the voice of customers.
• Mentoring and empowering Customer Success directors and team leaders.
• Building a solid relationship with customers’ execs to drive success and growth in most strategic accounts.
• Working closely with the Implementation and Support leaders towards exceptional customer experience, engagement and stickiness.
• Partnering with AM leaders to strategise around expansion of our accounts’ footprint while maximising value for them, keeping them engaged and content.
• Driving and owning CS KPIs (satisfaction, product adoption, retention & expansion)
• Strategising the CS geo expansion to meet our clients where they are.
• Manage CS merger process as part of M&As
• Lead our global strategy to help scale the business

Requirements:

• Proven experience in Customer Success, Account Management, or a similar role within a SaaS company.
• At least 5 years of experience in a leadership role, managing a team of Customer Success professionals.
• Big plus for – Experience in HR Tech
• Strong understanding of SaaS business models, customer lifecycle management, and subscription-based revenue streams.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of an organisation.
• Data-driven mindset with a focus on driving and measuring impact through KPIs.
• Ability to think strategically and flawlessly execute in a fast-paced, evolving environment.
• Experience working with SMB to enterprise customers and complex account management at scale.
• A passion for customer success and a deep commitment to delivering exceptional customer experiences.

What we offer in returnJoin the fastest growing HR start-up in London. You’ll be working in a fast-paced, high-growth SaaS environment with some of the coolest brands. We have an exceptional executive leadership that is going to take us all the way to being the people management platform of choice for any Mid-size, multi-national, modern company, plus an amazing team of people who are all passionate about our product and make a better working world. We’re in a recently refitted office in Farringdon, fully supplied with coffee, snacks and breakout space. We offer a competitive salary and stock options. You’ll work very closely with our executive leadership team and many other departments in the company.Join our villageHiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

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

If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!***Learn about ***BELONGING AT HIBOBOur success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email or speak to the recruiter when they arrange a call with you.We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.Benefits:

Expected salary

Location

London

Job date

Fri, 06 Sep 2024 22:03:33 GMT

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