VP Customer Success Manager

2 weeks ago

London, Greater London, United Kingdom Hibob Full time

About the Role

We are seeking a highly skilled and experienced Customer Success Executive to join our team at Hibob. As a key member of our Customer Success Management team, you will be responsible for driving customer retention and satisfaction through customer value and relationship building.

Key Responsibilities

  • Owning the UK, EU, APJ, and IL Enterprise and Mid-Market book of business with targets on net retention, with a focus on customer value and key performance indicators (KPIs) such as gross retention.
  • Leading a world-class Customer Success Management group, serving as the main point of escalation for clients, and partnering with the product team on the voice of customers.
  • Mentoring and empowering Customer Success directors and team leaders, building a solid relationship with customers' executives to drive success and growth in most strategic accounts.
  • Working closely with the Implementation and Support leaders to deliver exceptional customer experiences, engagement, and stickiness.
  • Partnering with Account Management leaders to strategize around expansion of our accounts' footprint while maximizing value for them, keeping them engaged and content.
  • Driving and owning CS KPIs (satisfaction, product adoption, retention, and expansion), strategizing the CS geo expansion to meet our clients where they are, and managing CS merger processes as part of M&As.
  • Leading our global strategy to help scale the business.

Requirements

  • Proven experience in Customer Success, Account Management, or a similar role within a SaaS company.
  • At least 5 years of experience in a leadership role, managing a team of Customer Success professionals.
  • 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 organization.
  • Data-driven mindset with a focus on driving and measuring impact through KPIs.
  • Ability to think strategically and flawlessly execute in a fast-paced, evolving environment.
  • Experience working with SMB to enterprise customers and complex account management at scale.
  • A passion for customer success and a deep commitment to delivering exceptional customer experiences.

What We Offer

Join Hibob, a fast-growing HR start-up in London, and work in a fast-paced, high-growth SaaS environment with some of the coolest brands. You'll have the opportunity to work closely with our executive leadership team and many other departments in the company. We offer a competitive salary and stock options, as well as a range of benefits, including company share options, cash allowance for health insurance, annual vision allowance, and more.

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