Bilingual Customer Success Manager(English/Spanish) - NYC

About Us

HiBob 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 1500 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, Gong, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Come and be you with us 

Being 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.

We are looking for an experienced, energetic, and positive Customer Success Manager. You will have great interpersonal skills as well as a strong bias towards excellent client service. You are eager to create value for our customers and expand their business with bob, and have the ability to establish a business relationship with C-levels, and negotiate renewals and upsells. You will be analytical and have great organizational skills. You will have experience in customer success or account management & customer service in a SaaS-based business.

What will you do?

• Implement the onboarding of each of your clients (Mid-market and enterprise)
• Optimize and make sure the client is using bob according to our best-practices
• Make sure customer gets value from bob
• 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
• Manage a portfolio of accounts with a focus on renewals and upsells conversations
• Work closely with our customers with the drive to help them change their workplace and achieve their business goals
• 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
• Conduct QBRs with executives 

**Note: We are looking for candidates located in the New York Metro Area who are willing to work a hybrid schedule in our NYC office. We love collaborating and connecting with our team members in-person, and we hope you will too!**

Base salaries for this role range from $85,000 - $115,000 per year. Additionally this role has a variable compensation component.

As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.

When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates’ depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.

Requirements

You’ll be great for this role if you have

• Bilingual - English/Spanish with both strong speaking and written communication skills
• 2 years SaaS account management or CSM experience
• A passion to learn the products’ functionality, and you’re tech-savvy
• An HR or HRM background - advantage
• Experience in accurately forecasting and hitting revenue targets
• A desire to work in a fast-paced startup environment
• A strong work ethic, integrity, and desire to succeed
• Executive project management skills and ability to manage to onboard and communicate effectively across the C-suite
• Experience working with Salesforce & Web-based technologies
• Experience with Intercom, Slack, Quicksight, Zendesk, Airtable - advantage