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The Role
Partner with Customer Success to identify and deliver AI use cases: build, test, and operationalize AI agents, automations, and workflows integrated with CS systems (Zendesk, Slack, Notion, CRM). Drive adoption through enablement, define KPIs, measure impact, and translate field intelligence into product and process improvements to move CS from reactive support to proactive operational intelligence.
Summary Generated by Built In
Job 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 5,500 midsize and multinational companies and over 1 Milion users.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively.
About the RoleWe are looking for a CS AI Business Partner to help Customer Success turn AI strategy into practical business impact.
As CS scales, operational complexity around support, escalations, incidents, customer communication, knowledge management, services, and proactive customer management continues to grow. AI creates a major opportunity to improve efficiency, customer experience, visibility, and proactive service - but capturing that value requires dedicated ownership close to the business.
The CS AI Business Partner will consume the company-wide AI strategy, standards, and operating model led by AI Mind, and tailor them to the specific needs of the CS department across People, Processes, Technology, and Performance.
This is a hands-on business partner role. The person will partner with CS leadership, CS Ops, CX Delivery, Support, Services, CXE, AI Mind, and AI RevOps to identify high-impact opportunities, build and operationalize AI-powered workflows, agents, and automations, and help CS move from reactive operations to proactive customer intelligence.
Job Requirements
What We're Looking For
Job Responsibilities
Benefits
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 Total Reward offer including:
Financial & Equity Incentives
If this sounds like something you've been looking for, we'd love to have you. Come on, join our village
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 5,500 midsize and multinational companies and over 1 Milion users.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively.
About the RoleWe are looking for a CS AI Business Partner to help Customer Success turn AI strategy into practical business impact.
As CS scales, operational complexity around support, escalations, incidents, customer communication, knowledge management, services, and proactive customer management continues to grow. AI creates a major opportunity to improve efficiency, customer experience, visibility, and proactive service - but capturing that value requires dedicated ownership close to the business.
The CS AI Business Partner will consume the company-wide AI strategy, standards, and operating model led by AI Mind, and tailor them to the specific needs of the CS department across People, Processes, Technology, and Performance.
This is a hands-on business partner role. The person will partner with CS leadership, CS Ops, CX Delivery, Support, Services, CXE, AI Mind, and AI RevOps to identify high-impact opportunities, build and operationalize AI-powered workflows, agents, and automations, and help CS move from reactive operations to proactive customer intelligence.
Job Requirements
What We're Looking For
- 3+ years of hands-on experience working with AI - building AI-powered solutions, agents, automations, or AI-driven workflows in a professional setting.
- 3+ years in roles requiring both technical depth and business acumen - such as solution architecture, systems design, technical consulting, product, operations, CS Ops, customer operations, or technology-driven business transformation.
- Strong understanding of Customer Success, support operations, customer operations, or post-sale customer journeys.
- Ability to translate business problems into practical AI solutions that are adopted by real users.
- Strong technical and architectural thinking, including workflow design, integrations, prompt logic, agent behavior, automation, and scalable systems.
- Understanding of AI solution design, including prompt engineering, context engineering, agent design, orchestration, workflow automation, integrations, and runtime behavior.
- Experience working with operational systems such as Zendesk, Slack, Notion, CRM, knowledge bases, data tools, workflow automation platforms, or similar tools.
- Strong execution mindset, with the ability to move from problem definition to prototype, rollout, measurement, and continuous improvement.
- Excellent communication and stakeholder management skills, including the ability to present to leaders, facilitate workshops, coach teams, and translate technical concepts into business language.
- Strong analytical skills, with the ability to define KPIs, identify patterns, measure impact, and improve performance over time.
- High adaptability, curiosity, and comfort working in ambiguity as AI tools and business needs evolve.
- Technical education or equivalent practical experience in Computer Science, Information Systems, Industrial Engineering, Data, Operations, or a related field.
- Experience working directly with CS, Support, CX Delivery, CS Ops, Services, or CXE teams.
- Experience improving CS or support KPIs such as TTR, SLA adherence, deflection, self-resolution, escalation quality, incident response, or customer communication quality.
- Familiarity with Zendesk architecture, automations, triggers, macros, routing, reporting, or support workflow design.
- Experience with incident management, escalation management, observability, logs, Datadog, or technical troubleshooting workflows.
- Experience with AI transformation, digital transformation, automation, enablement, or change management programs.
- Experience working with product, data, engineering, IT, or RevOps teams to define requirements and bridge business and technical needs.
- Experience in B2B SaaS or enterprise customer operations.
Job Responsibilities
- Translate the company-wide AI strategy into a practical CS-specific execution plan across People, Processes, Technology, and Performance.
- Partner with CS leadership and operational teams to identify, prioritize, and deliver high-impact AI use cases.
- Build, test, optimize, and maintain AI agents, automations, and workflows for CS.
- Apply AI to improve support, escalations, incidents, customer communication, knowledge management, proactive outreach, and service delivery.
- Connect AI workflows to CS systems and channels such as Zendesk, Slack, Notion, CRM, knowledge bases, data sources, and internal tools.
- Help CS move from reactive support to proactive operational intelligence by surfacing risks, friction, bottlenecks, technical issues, and service opportunities earlier.
- Drive adoption through enablement, coaching, workshops, documentation, and hands-on support for CS teams.
- Define and track success metrics, including adoption, quality, accuracy, cost, efficiency, customer impact, and ROI.
- Capture field intelligence from users, workflows, and customer signals, and translate it into product requirements, process improvements, and strategic recommendations.
- Partner with AI Mind on methodology, standards, governance, reusable capabilities, and measurement, and with AI RevOps on cross-GTM customer intelligence and revenue-related workflows.
- AI automates meaningful operational work across CS.
- CS moves from reactive support toward proactive customer and operational intelligence.
- Reduced ticket ping pong and manual handoffs.
- Improved TTR, SLA adherence, deflection, and self-resolution.
- Faster, more scalable incident management and customer communication.
- Better visibility into customer sentiment, operational risk, recurring friction, and technical issues.
- More proactive identification of churn risks, escalations, customer friction, operational bottlenecks, and service opportunities.
- AI-generated insights become embedded into CS decision-making and operating rhythms.
- CS teams become more confident and capable in using AI independently.
- CS scales without proportional growth in operational overhead.
Benefits
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 Total Reward offer including:
Financial & Equity Incentives
- Equity Plan: Participation in the Company Share Options Plan
- Social Contributions and Keren Hishtalmut
- Employee Referral Program: $2,500 for each successful hire
- Wolt Benefit (meal card): ₪1,000 per month
- Private Health Insurance: Comprehensive premium medical coverage
- Sick Leave: Full payment from the first day of illness
- Wellness Benefits: Annual Headspace subscription and dedicated wellness programs
- Preventive Screening: Health screenings for employees aged 40+
- Paid Time Off: Competitive paid time off policy
- HiBaby: 3 weeks of additional fully paid bounding time for new parents
- Bob Balance Days: 4 additional company-wide "long weekend" days (one per quarter)
- Social Impact: 2 paid days per year for volunteering and social contribution
- Work from Anywhere: Temporary remote work option for up to 2 months (available after 6 months of tenure).
- Birthday Day Off: Enjoy a day off during your birthday month
- Hybrid Model: A flexible balance between office and home-based work
- Home Office Allowance: One-time stipend to ensure an ergonomic and productive home setup
- Transportation: Monthly travel allowance or parking arrangements
- Pet-Friendly: Dog-friendly office environment to support a stress-free workplace
- Social Events: Regular team-building and company-wide events, both local and global
- Professional Growth: A culture built on precision, performance, and ambitious career scaling
If this sounds like something you've been looking for, we'd love to have you. Come on, join our village
Skills Required
- 3+ years hands-on experience building AI-powered solutions, agents, automations, or AI-driven workflows
- 3+ years in roles combining technical depth and business acumen (solution architecture, systems design, technical consulting, product, ops, CS Ops)
- Strong understanding of Customer Success, support operations, customer operations, or post-sale customer journeys
- Ability to translate business problems into practical, adopted AI solutions
- Technical and architectural thinking: workflow design, integrations, prompt logic, agent behavior, automation, scalable systems
- Knowledge of AI solution design: prompt engineering, context engineering, agent design, orchestration, workflow automation, runtime behavior
- Experience with operational systems (Zendesk, Slack, Notion, CRM), knowledge bases, data tools, or workflow automation platforms
- Execution mindset: move from prototype to rollout, measure impact, and iterate
- Excellent communication and stakeholder management, ability to run workshops and coach teams
- Strong analytical skills: define KPIs, identify patterns, measure and improve performance
- High adaptability, curiosity, and comfort working in ambiguity
- Technical education or equivalent practical experience (Computer Science, Information Systems, Industrial Engineering, Data, Operations, or related)
- Experience working directly with CS, Support, CX Delivery, CS Ops, Services, or CXE teams
- Experience improving CS/support KPIs (TTR, SLA adherence, deflection, self-resolution, escalation quality)
- Familiarity with Zendesk architecture: automations, triggers, macros, routing, reporting, support workflow design
- Experience with incident/escalation management, observability, logs, Datadog, or technical troubleshooting workflows
- Experience leading AI transformation, digital/automation transformation, enablement, or change management
- Experience collaborating with product, data, engineering, IT, or RevOps to define requirements
- Experience in B2B SaaS or enterprise customer operations
What the Team is Saying
Giovanna
Sr Account Executive
Alex
VP Corporate Marketing
Latisha
Sales Development Manager
Rebecca
Talent Acquisition Partner
Ana
Customer Experience Team Leader
Ashley
Office and Experience Manager
HiBob Compensation & Benefits Highlights
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Affordable Benefits — Employer-paid employee-only medical/dental/vision and $0-cost medical plan options indicate low out-of-pocket healthcare for core coverage, with EAP/mental-health support also available. Built-in flexibility through FSA/HSA further supports affordability across different plan choices.
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Retirement Support — A 401(k) with company match and immediate vesting strengthens retirement readiness from the start. Equity grants at hire complement long-term financial security.
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Leave & Time Off Breadth — PTO in the ~18–20 day range, two volunteer days, a birthday day off, company holidays, and quarterly Bob Balance Days provide multiple avenues for rest and recharge. The company-wide nature of Balance Days helps employees disconnect without returning to a backlog.
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The Company
What We Do
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 4000 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 Huel, What3words, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
Why Work 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.
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HiBob Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We love collaborating and connecting with our team members in person and we hope you do too. Our team spends 2-3 days per week in our NYC office.
Typical time on-site:
2 days a week
