Customer Success Team Lead- Enterprise

Job Description
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 4000 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively.
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 CS Team Leader. You will have great interpersonal skills as well as a strong bias towards excellent client service. You will be analytical and have great organisational skills. You will have experience in account management & customer success in a tech/SaaS B2B -based business.
Job Requirements
Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren't the only factor. If you don't have nearly enough experience, or not all the skills, we'd still like to hear from you. This could be the perfect fit for you and us.

• At least 5 years SaaS CSM or Account Management experience for B2B organizations
• 4+ years of owning US book of business with targets on net retention with main KPIs on low churn and expansions: Upsells & cross-sells
• 2+ years of experience managing a CSM and/or an AM team
• Experience in accurately forecasting and hitting revenue targets
• A passion to learn the products' functionality, you're tech-savvy!
• A desire to work in a fast-paced startup environment
• A strong work ethic, integrity and desire to succeed
• Executive project management skills and an ability to communicate effectively across the C-suite
• Experience working with Salesforce & Web-based technologies
• Experience with Intercom, Slack, Quicksight, Zendesk, Airtable - advantage
• An HR or HRM background - advantage
• Any other additional language proficiency - a huge advantage

Job Responsibilities
What will you do?

• Manage, mentor and lead a team of 3 CSMs
• Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, QBRs, account documentation, reference management and account planning sessions
• Manage a portfolio of enterprise accounts with a focus on renewals and expansions
• Work closely with our customers with the drive to help them change their work and achieve their business goals
• 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, 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.

**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office 2-3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!**
Base salaries for this role range from $120,000 - $153,000 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.
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:

• Stock options at a high-growth unicorn startup
• 100% subsidized medical, dental, and vision coverage for employees
• 401(k) with a 3% company match starting from Day 1
• Hybrid working model for bobbers in the NY metro area
• 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
• Annual Headspace subscription and wellness benefits
• Two social impact days per year for volunteering
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus
• Fun and frequent social events (in-person and virtual)
• We love birthdays - take the day off and receive a special gift
• Dog-friendly office

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!