Manager

Description:

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.

Job Requirements

• • Proven ability to hire, mentor, and develop diverse customer success teams.
  • Experience of building and scaling customer success processes and structures.
  • Exceptional relationship-building and stakeholder engagement skills, including C-suite communication.
  • Strong negotiation and conflict-resolution abilities.
  • Deep understanding of SaaS products; HR tech knowledge (e.g., ATS, HRIS, payroll) is a distinct advantage.
  • Proficient with analytics tools (e.g., Gainsight, Tableau) for customer health metrics and trend analysis.
  • Data-driven decision-making to prevent churn and enhance ROI.
  • Experience of defining and executing customer success strategies aligned with company goals.
  • Skilled at budgeting, resource allocation, and cross-functional collaboration with product, sales, and marketing.
  • Demonstrable experience leading customer success or account management teams in a SaaS environment.
  • EMEA market expertise, including region-specific compliance (e.g., GDPR, labor laws).
  • Hands-on experience with sub-enterprise and enterprise customers, renewals, and upsells.
  • Background in HR platforms and AI/automation implementation.
  • Strategic vision with a results-driven, analytical mindset.
  • Strong interpersonal skills for coaching teams and influencing cross-functional stakeholders.
  • Customer-centric approach with a focus on continuous improvement and innovation.
  • Fluency in English; additional EMEA languages (e.g., German, Portuguese) are a plus.
  • Familiarity with tools like Salesforce, Gainsight, and collaboration platforms (e.g., Slack).
• Job Responsibilities

   

  • • Manage, mentor, enable and lead a team of CSMs, who are managing a portfolio of accounts with a focus on adoption, value realisation, advocacy and expansion
    • Build and execute an account-specific relationship framework inclusive of success plans, Business Reviews, account documentation, reference management 
    • Work closely with our customers with the drive to help them achieve their business goals and promote best practice 
    • Become a trusted advisor and ambassador of change in our customers’ workplace. 
    • Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing and Sales teams 
    • Protect existing revenue streams and identify and drive new opportunities. 
    • Assess client health and develop strategies to mitigate risks early and prevent churn 
    • Meet retention, expansion and advocacy KPIs through data-driven analysis, planning and execution 
    • Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.