Job Description About UsHiBob 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 5,500 midsize and multinational companies and over 1 Milion users. Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. About the RoleWe are looking for a CS AI Business Partner to help Customer Success turn AI strategy into practical business impact. As CS scales, operational complexity around support, escalations, incidents, customer communication, knowledge management, services, and proactive customer management continues to grow. AI creates a major opportunity to improve efficiency, customer experience, visibility, and proactive service - but capturing that value requires dedicated ownership close to the business. The CS AI Business Partner will consume the company-wide AI strategy, standards, and operating model led by AI Mind, and tailor them to the specific needs of the CS department across People, Processes, Technology, and Performance. This is a hands-on business partner role. The person will partner with CS leadership, CS Ops, CX Delivery, Support, Services, CXE, AI Mind, and AI RevOps to identify high-impact opportunities, build and operationalize AI-powered workflows, agents, and automations, and help CS move from reactive operations to proactive customer intelligence. Job Requirements What We're Looking For - 3+ years of hands-on experience working with AI - building AI-powered solutions, agents, automations, or AI-driven workflows in a professional setting. - 3+ years in roles requiring both technical depth and business acumen - such as solution architecture, systems design, technical consulting, product, operations, CS Ops, customer operations, or technology-driven business transformation. - Strong understanding of Customer Success, support operations, customer operations, or post-sale customer journeys. - Ability to translate business problems into practical AI solutions that are adopted by real users. - Strong technical and architectural thinking, including workflow design, integrations, prompt logic, agent behavior, automation, and scalable systems. - Understanding of AI solution design, including prompt engineering, context engineering, agent design, orchestration, workflow automation, integrations, and runtime behavior. - Experience working with operational systems such as Zendesk, Slack, Notion, CRM, knowledge bases, data tools, workflow automation platforms, or similar tools. - Strong execution mindset, with the ability to move from problem definition to prototype, rollout, measurement, and continuous improvement. - Excellent communication and stakeholder management skills, including the ability to present to leaders, facilitate workshops, coach teams, and translate technical concepts into business language. - Strong analytical skills, with the ability to define KPIs, identify patterns, measure impact, and improve performance over time. - High adaptability, curiosity, and comfort working in ambiguity as AI tools and business needs evolve. - Technical education or equivalent practical experience in Computer Science, Information Systems, Industrial Engineering, Data, Operations, or a related field. Strong Advantage - Experience working directly with CS, Support, CX Delivery, CS Ops, Services, or CXE teams. - Experience improving CS or support KPIs such as TTR, SLA adherence, deflection, self-resolution, escalation quality, incident response, or customer communication quality. - Familiarity with Zendesk architecture, automations, triggers, macros, routing, reporting, or support workflow design. - Experience with incident management, escalation management, observability, logs, Datadog, or technical troubleshooting workflows. - Experience with AI transformation, digital transformation, automation, enablement, or change management programs. - Experience working with product, data, engineering, IT, or RevOps teams to define requirements and bridge business and technical needs. - Experience in B2B SaaS or enterprise customer operations. Job Responsibilities - Translate the company-wide AI strategy into a practical CS-specific execution plan across People, Processes, Technology, and Performance. - Partner with CS leadership and operational teams to identify, prioritize, and deliver high-impact AI use cases. - Build, test, optimize, and maintain AI agents, automations, and workflows for CS. - Apply AI to improve support, escalations, incidents, customer communication, knowledge management, proactive outreach, and service delivery. - Connect AI workflows to CS systems and channels such as Zendesk, Slack, Notion, CRM, knowledge bases, data sources, and internal tools. - Help CS move from reactive support to proactive operational intelligence by surfacing risks, friction, bottlenecks, technical issues, and service opportunities earlier. - Drive adoption through enablement, coaching, workshops, documentation, and hands-on support for CS teams. - Define and track success metrics, including adoption, quality, accuracy, cost, efficiency, customer impact, and ROI. - Capture field intelligence from users, workflows, and customer signals, and translate it into product requirements, process improvements, and strategic recommendations. - Partner with AI Mind on methodology, standards, governance, reusable capabilities, and measurement, and with AI RevOps on cross-GTM customer intelligence and revenue-related workflows. Success Looks Like - AI automates meaningful operational work across CS. - CS moves from reactive support toward proactive customer and operational intelligence. - Reduced ticket ping pong and manual handoffs. - Improved TTR, SLA adherence, deflection, and self-resolution. - Faster, more scalable incident management and customer communication. - Better visibility into customer sentiment, operational risk, recurring friction, and technical issues. - More proactive identification of churn risks, escalations, customer friction, operational bottlenecks, and service opportunities. - AI-generated insights become embedded into CS decision-making and operating rhythms. - CS teams become more confident and capable in using AI independently. - CS scales without proportional growth in operational overhead. 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 Total Reward offer including: Financial & Equity Incentives - Equity Plan: Participation in the Company Share Options Plan - Social Contributions and Keren Hishtalmut - Employee Referral Program: $2,500 for each successful hire - Wolt Benefit (meal card): ₪1,000 per month Health, Wellness - Private Health Insurance: Comprehensive premium medical coverage - Sick Leave: Full payment from the first day of illness - Wellness Benefits: Annual Headspace subscription and dedicated wellness programs - Preventive Screening: Health screenings for employees aged 40+ Work-Life Balance & Leave ⚖️ - Paid Time Off: Competitive paid time off policy - HiBaby: 3 weeks of additional fully paid bounding time for new parents - Bob Balance Days: 4 additional company-wide "long weekend" days (one per quarter) - Social Impact: 2 paid days per year for volunteering and social contribution - Work from Anywhere: Temporary remote work option for up to 2 months (available after 6 months of tenure). - Birthday Day Off: Enjoy a day off during your birthday month Hybrid Work & Office Environment - Hybrid Model: A flexible balance between office and home-based work - Home Office Allowance: One-time stipend to ensure an ergonomic and productive home setup - Transportation: Monthly travel allowance or parking arrangements - Pet-Friendly: Dog-friendly office environment to support a stress-free workplace Culture & Growth - Social Events: Regular team-building and company-wide events, both local and global - Professional Growth: A culture built on precision, performance, and ambitious career scaling If this sounds like something you've been looking for, we'd love to have you. Come on, join our village

• Ensure the team effectively quantifies and communicates the ROI of our platform, transforming commoditized use of our products and reactive customer interactions, into frictionless partnerships. • Establish proactive, customer-centric risk-identification frameworks and playbook methodologies to flag and rescue at-risk accounts early. • Drive a robust commercial motion focused on identifying up-sell and cross-sell opportunities that genuinely align with the customer’s evolving business goals. • Directly manage a diverse, matrixed regional team and foster a culture of empathy, high performance, and accountability. • Manage a high-performing team of 6–10 Senior Customer Success Managers handling your most complex, high-touch strategic accounts. • Oversee a Team Lead managing 5–6 Junior CSMs, ensuring customer-centric, digital-touch methodologies deliver high satisfaction even at scale. • Oversee a Team Lead managing 5–6 Technical Solution Managers (TSMs), ensuring seamless implementation and aligning technical health with the customer's broader business objectives. • Act as the ultimate advocate for AMER enterprises, ensuring a customer-first mindset permeates every layer of the regional organization. • Systematize the collection of regional customer insights, pain points, and market trends. Actively bring this Voice of the Customer to Executive leadership, Product, Engineering, and Marketing to directly influence the global product roadmap and corporate strategy. • Champion and drive the adoption of an AI-first mindset within the CS organization. Encourage continuous experimentation with AI tools to optimize productivity and eliminate administrative overhead. • Partner with CS Operations to implement AI-driven tooling for automated call summaries, predictive sentiment analysis, and automated proactive outreach playbooks. • Train and guide the management layer to leverage AI diagnostics for faster root-cause analysis of customer health and churn risks.

• Drive First Alert product adoption, renewal, and usage among First Alert customers • Build a strategy to foster account growth within Italian and Spanish Public Sector accounts • Serve as a First Alert platform expert to develop and maintain relationships across your account portfolio • Collaborate with Account Executives to develop and execute short and long-term strategies for your assigned portfolio • Partner with other Customer Success colleagues to drive product adoption, renewal, upsells and customer satisfaction • Collect customer feedback to leverage data-driven metrics and reporting to understand and stay ahead of risks and opportunities that impact retention and growth • Conduct quarterly customer reviews to ensure service and product quality remain exemplary and deliver customer satisfaction by bringing value to our customers daily

• Owning the overall relationship with assigned clients, which includes: • Increasing adoption, ensuring retention, and satisfaction • Establishing a trusted/strategic advisor relationship with each assigned client and driving the continued value of our products and services • Developing, preparing, and nurturing customers for advocacy • Working with clients to establish critical goals or other key performance indicators, and aid the customer in achieving their goals • Working to identify and/or develop upsell opportunities • Working only with our largest customers who represent a significant amount of upsell