Job Description Come and be yourself with us! Being a Bobber means bringing your whole self to work - whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here. About Us HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including Fulham FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees - who we affectionately call "Bobbers." Main Deliverables - Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions. - Manage a portfolio of accounts with a focus on renewal and expansion. - Work closely with our customers with the drive to help them change their workplace and achieve their business goals Job Requirements - SaaS Account Management or CSM experience, owning an EU book of business with targets on net retention. - Experience working in B2B (client-facing) role - Fluent in English - A passion to learn the products' functionality, and you're tech-savvy - You demonstrate curiosity and practical experience in using AI tools to improve productivity, streamline workflows, uncover insights, and scale impact. - A desire to work in a fast-paced scale up environment - A strong work ethic, integrity and desire to succeed - Executive project management skills and able to communicate effectively across the C-suite - Experience working with Salesforce & Web-based technologies - Experience with SFDC, Asana and/or ChurnZero is advantageous - An HR or HRM background is advantageous Job Responsibilities - Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions - Work to understand the HR objectives our clients have and how they contribute to the wider business goals. Work to become a trusted advisor within the account to tailor use cases and develop success plans to achieve desired outcomes. - Manage a portfolio of accounts, partnering with customers to maximise value realisation through strong adoption, engagement, and business impact. - Work closely with our customers various stakeholders with the drive to help them change their workplace and achieve their individual and business goals - Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing and Sales teams - Protect existing revenue streams, identify opportunities and risks. - Assess client health and develop strategies to mitigate churn - Meet gross and net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution - Provide ongoing product enablement for customers across product catalogue - Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy. - Stay up to date with evolving HR industry trends, compliance changes, and emerging technologies to proactively guide clients and ensure the platform aligns with modern workforce needs. - Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value Benefits HiBob is a village filled with incredible people, and we're proud of that. It's a place where Bobbers can truly be themselves. We're about fun, dreams, and ambition just as much as we're about precision, growth, and high performance. Becoming a Bobber means joining a company that values you as a whole person. You'll receive competitive compensation, benefits, and pre-IPO equity - alongside all of this: - Cash allowance for health insurance - Annual vision allowance - 25 days annual leave - Annual UnMind 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! Belonging at HiBob Our success depends on our people, and we want HiBob to be a workplace where everyone feels a sense of belonging and can thrive. 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 protected class. Please contact us at hiring@hibob.io if you'd like to discuss any adjustments to our process. We want you to bring the best of you.

• Comply with all CDK Global policies and procedures • Complete all required compliance tasks and acknowledge receipt • Meet or exceed all performance expectations • Travel up to 50% of the time • Drive up to 25% of the time • Manage issues and direct customers to appropriate support resources • Help customers define their strategy for CDK solutions: work with customers to ensure they understand CDK products and how to best use them to meet their individual needs and goals • Maintain established relationships with dealership leadership • Demonstrate expertise in CDK products, establishing a reputation as a trusted advisor • Assess dealership risk factors, identify risk mitigation strategies to ensure continued success of CDK applications and new opportunities for layered applications • Prepare client-specific reports and presentations aimed at educating and driving growth within the client organization • Identify opportunities and develop a plan to meet dealership staff training needs • Collaborate with Sales to become a key asset in growing CDK business with the client • Identify and successfully implement retention strategies for “at-risk” customers • Develop a productive working relationship with senior CSMs; provide occasional assistance to senior CSMs as needed • Solicit and listen to feedback • Use Totango to document conversations and value-added engagements with dealer partners.

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes • Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria • Drive adoption and value realisation, including AI‑driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI • Build trusted‑advisor relationships, demonstrating a strong understanding of Dutch business culture and customer expectations • Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA • Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers • Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends • Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact • Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps • Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience • Support customers through go‑live and post‑go‑live phases, building confidence and momentum as they mature in their use of the platform • Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio • Travel up to 25–30%, to support customer success activities

Job Title: Manager Customer Success Support Location: US_Remote time type Full time job requisition id R10108 Job Description: Location: This role is a remote position; individual must be authorized and working from the United States. We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. About First Advantage First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services. Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale. What You’ll Do: As the Manager Customer Success Support, you will be responsible for supervising a team of Customer Success Analysts (CSA) and Lead Customer Success Analysts to ensure timely and accurate completion of all work activities. The CSS will be responsible for the day to day management of a team of Customer Success personnel with inquiries and assisting the Client Success Partner (formerly Account Management) team. The CSS will be organized with strong leadership capabilities to supervise, guide and motivate team members to work together and ensure they are delivering excellent and timely support. Our primary goal is to provide hiring peace of mind by delivering a simple, smarter background screening and onboarding experience for employers worldwide, and we'd be honored if you'd join us. Responsibilities: - Supervise a work team of Customer Success Associates to achieve company and account revenue retention and growth objectives. - Provide training for new and existing CSAs. - Monitor and evaluate daily CSA activities to ensure timely and accurate responses to clients and internal teams. - Compile and analyze team metrics to ensure consistent performance, track trends and communicate findings and suggestions. - Handle second-level escalated issues from clients and employees. - Performance management of employees (assist with performance reviews, PIP’s, etc.) - Act as a backup for the team for daily activities, as needed. - Handle additional projects/tasks as assigned This Is The Job For You If You Can: - Commit to delivering excellent customer service to achieve a high level of customer satisfaction and partnership. - Foster and participate in a team environment - Train, supervise, mentor and motivate employees. - Maintain confidentiality of employee and company information. - Demonstrate excellent oral and written communication skills and phone etiquette. - Guide employees with performance management. - Prioritize and solve problems while demonstrating attention to detail. - Multitask and remain calm and professional under pressure. - Think creatively and provide real-time problem or issue resolution. - Develop and grow cross-departmental relationships to build a strong internal network. What You Will Need to be Successful - 3+ years of Client Success experience or solid sales support experience. - Experience managing a team or multiple teams. - Bachelor’s degree or equivalent Why Join Us at First Advantage? At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact. First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development. - Employee Impact Groups - FA Cares volunteer opportunities - Mentorship Advantage Program - SOAR, award-winning manager development program Additional benefits offered to our eligible people include: - Ability to work remotely with occasional business travel. - Medical, Vision, Dental, and supplementary benefit plans - 401k with an employer match, and an Employee Stock Purchase Plan (ESPP) - Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays - Access to tech and growth opportunities, and leaders who want you to succeed! What Are You Waiting For? Apply Today! You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now! The salary range for this position is approximately $85-95k. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process. #LI-Remote Equal Employment Opportunities at First Advantage First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.