Digital Onboarding CSM

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 4500 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively.
About the Role
As a Digital Onboarding Customer Success Manager (CSM) , you will play a central role in ensuring a smooth, efficient, and scalable onboarding experience for our customers. You will lead engaging live onboarding workshops across all modules, with the ability to keep all participants actively involved and focused throughout the session . In parallel, you'll design and improve digital journeys , harnessing AI, automation, and a disruptive mindset to continuously innovate how we help customers achieve success faster and with less friction.
This role is perfect for someone who thinks "How can I do this better?" by default. You'll be encouraged to challenge the status quo , explore how AI can optimize every part of onboarding , and lead by example in driving innovation throughout the team.
Job Requirements

• 2-4 years of experience in Customer Success, Onboarding, Implementation, or a similar customer-facing SaaS role.
• Proven ability to deliver high-quality live sessions that engage and educate a range of customer stakeholders.
• A natural inclination toward innovation -you're always exploring how to simplify, automate, or improve customer experiences.
• Experience managing multiple onboarding projects or customers in parallel, ideally in a digital-first or tech-touch model.
• Strong analytical skills and familiarity with tools like Salesforce, Tableau, Pendo, Gainsight, Churn Zero, and a curiosity about integrating AI or automation tools to enhance workflows.
• Fluent English- Must
• A disruptive, builder mindset-excited to challenge traditional onboarding methods and pioneer smarter ways to scale success.

Job Responsibilities
Customer Enablement & Education:

• Run live onboarding workshops across all key product modules, delivering content that is interactive, clear, and engaging for all participants.
• Leverage AI-based tools (e.g., auto-segmentation, real-time feedback analysis, content personalization) to enhance live experiences and tailor sessions to specific customer needs.
• Facilitate weekly technical office hours to support customers-always looking for ways to automate FAQs or build smarter self-serve resources.
• Conduct 1:1 escalation calls when needed, while actively identifying repeatable issues that could be prevented or addressed through innovation or automation.

Journey Ownership & Digital Experience:

• Design, build, and optimize customer onboarding journeys , applying AI and automation where possible to reduce manual effort and improve outcomes.
• Constantly challenge how things are done: identify gaps, test new onboarding flows, and bring in smart tools to create more intelligent and scalable experiences .
• Partner with cross-functional teams (e.g., Product, Marketing, CS Ops) to drive disruptive ideas forward , turning friction points into seamless moments of customer success.
• Contribute to digital onboarding innovation projects -whether it's implementing new platforms, improving in-app education, or reimagining the first 30 days of onboarding using AI insights.

Data & Insights:

• Track onboarding KPIs, use dashboards, and uncover patterns-but don't stop there. Push for predictive onboarding analytics , use AI to identify risk early, and recommend proactive actions.
  Drive data-led experimentation , A/B testing, and continuous improvement. Be the one who always asks, "What does the data tell us-and how can we act smarter?"

Community Engagement:

• Manage the onboarding section of the customer community , ensuring content is relevant, dynamic, and encourages self-serve behavior.
• Use AI tools to analyze community activity and identify gaps, trending topics, or opportunities for group engagement.
• Innovate how we engage at scale-bring new formats, live sessions, or AI-driven insights to create a standout onboarding experience via the community.

Benefits
Benefits:

• 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
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador program
• 10bis 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 -Enjoy a company-wide long weekend at the beginning of each quarter!
• Additional day off each year for your Birthday!

Why HiBob?
HiBob fosters an inclusive environment that celebrates individuality. We value creativity, ambition, and the desire to learn. If you want to work at a high-growth startup with a culture that promotes fun and collaboration, we'd love to have you on our team.