Head of CS SMB

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 3500 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.

What will you do? 

We are looking for an experienced, energetic, and positive Leader to join our CS SMB team, who will be part of our scaling up journey, where they will focus on the digital component which will continue to enhance the ways in which we help our customers by engaging more effectively and proactively through various digital channels as well as using digital tools, technologies, and smart strategies. We are looking for an ambitious leader, with a strategic mindset, to develop and execute a digital-first engagement strategy across our customer base

• Accelerate our digital strategy, scaling channels, building content, and deploying proactively to customers
• Map the digital customer journey, including key milestones and desired outcomes, and develop a plan for how to deploy targeted, repeatable, and scalable automation throughout
• Lead our scale book of business globally–leading with the digital engine, and deploying it to maximize net expansion in that book
• Use customer data and insights to better serve value-added content to help customers use, adopt, and expand on the platform–in an increasingly intelligent and scalable way
• Create strong handoffs between digital engagements and frontline CSMs across all tiers of our business

Benefits:

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
• We have a flexible hybrid working model 
• Work from home allowance- to get your home office set up!
• Payment for sick leave from the first day 
• 2 Social Impact days per year for volunteering
• Annual Headspace subscription and wellness benefits 
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• 10 bis or cibus/wolt- you get to pick!
• Transportation allowance 
• Dog-friendly 
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Fun company and team social events (locally and virtually with our global teams)
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!

Requirements

What you should have:

- 5+ years of work experience in Saas Customer Success, Account Management, Customer Operations, or Digital Marketing

- Experience working with scaled & targeted digital programs focused on post-sales engagements (i.e., Digital Customer Success, Tech Touch, Scaled CS, Digital Marketing)

- Proven experience engaging with customer C-Suite leaders

- Experience working with CRM platforms or other Customer Success solutions

- Ability to project manage a high volume of requests and tasks

- Ability to easily digest and synthesize large amounts of data into actionable insights

- Natural and independent problem-solver: comfortable with complexity and ambiguity; able to dive into the operational details, and also engage meaningfully on the overall strategy

- Motivated to work collaboratively in a fast-paced, ever-changing environment to help our growing business