Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification

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 Airtasker, Go Cardless, 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. The Manager, SMB Customer Success leads a team of Customer Success Managers responsible for driving adoption, retention, and long-term value for a large portfolio of SMB customers. This role is focused on scalable customer success, enabling a high-impact engagement model that combines automation, data insights, and 1:many enablement programs such as webinars, workshops, and community initiatives, while also supporting targeted 1:1 sessions with customers where needed. The manager plays a key role in translating customer data and trends into targeted interventions, helping the team prioritise the initiatives that drive the greatest adoption and retention outcomes. Success in this role requires a strong analytical mindset, a passion for coaching teams operating in a scaled environment, and the ability to collaborate cross-functionally to continuously improve the SMB customer experience. Job Requirements - Proven e xperience in leading and managing a team of CSMs, including hiring, coaching and developing individuals. - Experience leading customer success teams with large SMB customer portfolios through digital or tech-touch engagement models in a SaaS environment. - Experience managing a team across different geographies is a plus. - Experience of building and scaling customer success processes and structures. - Hands-on experience with SMB customers. - Customer-centric approach with a focus on continuous improvement and innovation. - Strong ability to interpret customer data and translate insights into scalable strategies. - Strategic vision with a results-driven, analytical mindset. - Strong interpersonal skills for coaching teams and influencing cross-functional stakeholders. - Leverage AI tools in day-to-day workflows and encourage the team to do the same, continuously exploring opportunities to improve internal processes, increase efficiency, and enhance the scalability of the SMB customer success model. - Deep understanding of SaaS products; HR tech knowledge (e.g., ATS, HRIS, payroll) is a distinct advantage. - Proficient with analytic tools (e.g., Gainsight, ChurnZero, Hubspot, Tableau) for customer health metrics and trend analysis. Job Responsibilities - Manage and lead a team of CSMs who are responsible for a high-volume portfolio of accounts, with a focus on adoption, retention, value realisation, and identifying growth opportunities that enhance product stickiness and long-term customer success - Coach CSMs to operate effectively in a scaled engagement model, helping them prioritise impact, leverage automation, and balance 1:many and targeted 1:few interactions. - Support CSMs in navigating complex customer situations by coaching them through difficult conversations, providing strategic guidance, and participating in customer escalations when appropriate to ensure positive outcomes. - Improve adoption and engagement metrics across SMB customers. - Monitor and drive team performance across key adoption and expansion metrics (GDR and NDR). - Enable the team to help customers achieve their business goals and adopt best practices. - Execute and continuously optimise the scaled customer success strategy for SMB customers, leveraging automation, digital journeys, group enablement programs, and community engagement to drive adoption and retention and identifying opportunities to increase efficiency, scalability and customer impact. - Analyse customer adoption and health data to identify trends, risks, and opportunities early. - Translate insights and risk signals into targeted interventions such as enablement programs, product education, and automation workflows. - Become the customer advocate in Hibob, collaborating with our Product, Marketing and GTM teams. - Collaborate closely with the Head of SMB Customer Success and other SMB CS Managers to align on strategy, share insights, and continuously improve the team's approach to driving adoption and retention. Benefits 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, alongside all of this: - 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! *** Learn about HiBob's hybrid working model *** BELONGING AT HIBOB 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. We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only). Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you. We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.

• Manage the complete CRM accounts for our clients: create campaigns, automations & segmentations (main tool: Klaviyo) • Act as the interface between design, copy, strategy, and clients — ensuring everything runs smoothly • Take on briefings, check deadlines & ensure fast information flow via Slack and Asana • Provide feedback on copy & designs — and contribute your own perspective • Hold regular client meetings, align internally, gather feedback & communicate results • 2–3 short check-ins per weekday (mainly via Slack) so the team can respond quickly and effectively

Join Us in Making a Difference Are you passionate about helping others and creating meaningful, lasting impact? Join our growing financial services team and help families secure their financial futures—all while enjoying the flexibility and comfort of working from home. This opportunity is ideal for individuals who value purpose, integrity, and professional growth in a remote-first environment. Requirements / Responsibilities / Rewards Make a Meaningful Impact Support families and children by providing financial services that offer stability and peace of mind during life’s most important moments. Work From Home Enjoy the freedom of a fully remote role that allows you to create a comfortable workspace and maintain work–life balance. Career Growth & Advancement Build a rewarding, long-term career with clear paths for advancement based on performance and commitment. Client Guidance & Support Help individuals and families navigate important financial decisions with confidence, clarity, and care. Integrity First Uphold the highest standards of professionalism, trust, and ethical conduct in every client interaction. Qualifications - A genuine desire to help others and make a positive difference - Strong communication and interpersonal skills - Ability to work independently while collaborating with a remote team - Commitment to honesty, integrity, and client-focused service Ready to Make a Difference? If you’re looking for a meaningful remote career where you can help families, grow professionally, and work with a company that values integrity and purpose—we’d love to connect. Apply today and take the first step toward a rewarding career dedicated to protecting families and building brighter financial futures.