VP CS - EMEA

We're looking for a strong Customer Success Executive, who is passionate about growing a world-class Customer Success Management team mainly focused on customer retention and satisfaction through Customer Value and relationship building. You will be optimising and further scaling the machine, with a special focus on Bob's most strategic accounts. We're looking for a people person who is data-driven and strategic. You'll be a team player that will closely collaborate with the Account Management leadership to partner on retention and support expansion. You'll also work closely with the global CS service and ops leaders to achieve company business objectives.

About HiBob's Customer Success Team

Join us to lead a team of passionate, bright and eager professionals. We work together to become HR subject matter experts, keep up with an ever-evolving product in a market that is at disruption. We work together to win together. We celebrate every go live and strive to keep our customers happy and fans of Bob, as well as empowered by it. We leverage our relationship to form a close community of influential HR people that put their people first.

What will you do

• Owning UK, EU and IL Enterprise and Mid-Market book of business end to end with targets on net retention with main KPIs on gross retention, with key focus on Customer Value.


• Serving as the main point of escalation for EMEA clients.


• Reporting to management as the voice of EMEA customers.


• Mentoring and empowering Customer Success directors and team leaders.


• Building a solid relationship with customers' execs to drive success and growth in major accounts.


• Leading a world-class Customer Success Management group


• Working closely with the Implementation and Support leaders towards exceptional customer experience.


• Partnering with AM leaders to strategize around expansion of our accounts' footprint while maximising value for them, keeping them engaged and content.


• Driving and owning CS KPIs (satisfaction, product adoption, retention & expansion)


• Strategising the EU CS geo expansion to meet our clients where they are.


• Manage CS merger process as part of M&As


• Partner with PS to provide exceptional Services that drive engagement and stickiness.


• Lead our global strategy to help scale the business
  
  Proven experience in Customer Success, Account Management, or a similar role within a SaaS company.


• Experience in a leadership role, managing a team of Customer Success professionals.


• Big plus for - Experience in HR Tech


• Strong understanding of SaaS business models, customer lifecycle management, and subscription-based revenue streams.


• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of an organisation.


• Data-driven mindset with a focus on driving and measuring impact through KPIs.


• Ability to think strategically and execute tactically in a fast-paced, evolving environment.


• Experience working with SMB to enterprise-level customers and complex account management.


• A passion for customer success and a deep commitment to delivering exceptional customer experiences.
  
  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 3000 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., Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.

Join the fastest growing HR start-up in London. You'll be working in a fast-paced, high-growth SaaS environment with some of the coolest brands. We have an exceptional executive leadership that is going to take us all the way to being the people management platform of choice for any Mid-size, multi-national, modern company, plus an amazing team of people who are all passionate about our product and make a better working world. We're in a recently refitted office in Farringdon, fully supplied with coffee, snacks and breakout space. We offer a competitive salary and stock options. You'll work very closely with our executive leadership team and many other departments in the company.

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 - every employee can eventually become a shareHolder


• Cash allowance for health insurance


• Annual vision allowance


• Annual Headspace subscription and wellness benefits


• Travel support (cycle scheme and season ticket loans)


• Hybrid working from day 1


• 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)


• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter


• 2 Social Impact days per year for volunteering


• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme


• Pension scheme auto-enrolment from day 1


• Fun company and team social events (locally and virtually with our global teams)


• We love birthdays - take the day off and receive a special gift


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