Head of Revenue Operations- Customer Success

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 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.
About the Position
The Head of Customer Success Operations will be responsible for leading and enhancing the Customer Success (CS) operations function to ensure we are focused on optimizing and scaling the customer success function within a company. This role involves overseeing the development and implementation of processes, tools, and best practices to improve customer satisfaction, retention, and expansion.
What you will do:
Operational Strategy and Execution:

• Develop and execute the operational strategy for the Customer Success team.
• Design and implement processes and systems to improve the efficiency and effectiveness of the CS team.
• Identify and implement best practices for customer success operations.

Team Leadership and Development:

• Lead, mentor, and develop a team of CS operations professionals.
• Foster a culture of continuous improvement and excellence within the team.
• Collaborate with cross-functional teams to align CS operations with overall business objectives.

Metrics and Reporting:

• Define key performance indicators (KPIs) and metrics to measure the success of the CS team.
• Develop and maintain dashboards and reports to track CS performance.
• Provide regular updates to senior management on CS operations metrics and initiatives.

Customer Journey and Lifecycle Management:

• Map and optimize the customer journey and lifecycle to enhance customer experience and outcomes.
• Implement customer feedback mechanisms to gather insights and drive improvements.
• Ensure consistent and effective communication with customers throughout their journey.

Technology and Tools :

• Collaborate with MIS, drive for adoption and constant feedback on the tools to support CS employees.
• Ensure the CS team is effectively adopting CRM and other relevant tools.
• Stay updated on industry trends and advancements in customer success technology (e.g AI)

Process Improvement:

• Identify areas for process improvement and lead initiatives to enhance efficiency and effectiveness.
• Drive AI, automation and scalability within CS operations.

Collaboration and Communication:

• Work closely with Finance, MIS, BI, product, sales and marketing to align efforts and ensure a seamless customer experience.

**To note: This role may require occasional travel.
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.
#LI-Hybrid
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.

• 7-10 years of experience in customer success, operations, or a related field, with at least 3 years in a leadership role.
• Proven track record of leading and scaling CS operations in a B2B SaaS or technology company.
• Strong analytical and problem-solving skills, with the ability to use data and AI to drive decisions.
• Excellent leadership and team management skills.
• Proficiency in CRM and customer success software (e.g., Salesforce, Zendesk, Churnzero).
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

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 program
• 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!