EMEA Customer Success Director - MidMarket

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 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 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.

About the role

As the Customer Success Director for the MidMarket segment, you will play a pivotal role in building and scaling our Customer Success team to drive retention, value and customer satisfaction. You will lead a team of CS leaders and be responsible for the overall health of our midmarket customer base, ensuring that our customers derive maximum value from HiBob’s solutions. Your focus will be on driving adoption, delivering value, and creating scalable interventions that support long-term customer success. You will also collaborate closely with other departments, including Sales, Account Management, Marketing, Enablement, and Product, to align on goals and drive cross-functional initiatives.

Responsibilities:

• Develop and execute strategies to grow and manage the mid-market customer segment, ensuring we meet our retention and GDR targets.
• Provide leadership and mentorship to CS team leaders, helping them to build high-performing teams that deliver exceptional customer experiences.
• Own key performance indicators such as customer retention and gross dollar retention (GDR), ensuring that the team meets or exceeds these targets.
• Focus on driving product adoption and demonstrating value to customers, ensuring they fully leverage HiBob’s capabilities to achieve their business goals.
• Implement scalable customer success initiatives, leveraging technology and automation where possible, to efficiently manage a large and growing customer base.
• Work closely with Sales, Account Management, Marketing, Enablement, and Product teams to align on customer needs, share insights, and drive collaborative projects that enhance customer success.
• Execute Churn & Downsell risk mitigation strategies to address customer needs across multiple root causes, helping to build automation and playbooks for a consistent and effective CS approach to mitigate risk.
• Work closely with Engineering & Product teams to help prioritise key product feature enhancements to ensure long term customer satisfaction. 

Requirements

• Proven experience in a senior customer success role within a SaaS or technology company.
• Strong track record of building and leading high-performing teams.
• Deep understanding of the mid market segment and the unique challenges and opportunities it presents.
• Experience driving key metrics such as customer retention, GDR, adoption and customer satisfaction.
• Excellent leadership, communication, and interpersonal skills.
• Ability to think strategically and execute tactically.
• Strong cross-functional collaboration skills, with a track record of working effectively with Sales, Marketing, Product, and other teams.
• Experience with customer success technologies and automation tools is a plus.

What we offer in return

Join 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 village

HiBob 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 HiBob's hybrid working model***

BELONGING AT HIBOB

Our 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 [email protected] 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.