Customer Success Operations Manager - maternity leave

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 1500 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, Gong, 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.

What will you do?

We are seeking a highly motivated and experienced Customer Success Operations Manager to join our fast-growing team. As a key member of our CS Operations team, you will be responsible for overseeing and managing cross-functional projects E2E—from discovery to implementation. 

In addition, you will play a crucial role in designing and optimizing our customer success processes. You will work closely with stakeholders across the CS department to identify and translate business needs into effective and scalable solutions. 

Ideal candidates will combine technical and system analysis skills with business application experience, an understanding of business processes and a customer-facing approach, and, most importantly, the ability to turn vision into reality.

If you are passionate about business process optimization, have experience working with Salesforce, possess strong technical and system analysis skills, and have a proven track record of managing cross-functional projects, we would love to hear from you!

Your day-to-day responsibilities will include:

• Plan, design and manage cross-functional projects E2E, ensuring successful delivery

• Coordinate build cross-functional processes (with Product, Engineering, Support, Services, and Sales) to support the team in meeting renewal, upsell targets, and deliver on customers’ needs!

• Own CS (customer success) business processes - drive for process optimization, automation, and continuous improvement initiatives. Identifying opportunities for efficiency and innovation within our systems and processes

• Translate business requirements/needs to detailed design docs across all layers: user stories, solution specs, process diagrams, KPIs measurement & tracking, and reporting.

• Implementing processes and frameworks related to our SMB clients

• Support manage NPS feedback

• Setting up automated messaging through the use of CS and marketing tools

• Building dashboards/reports to track key metrics.

• Management of software facilitates CSM Ops activities and improves efficiency.

• Implement automated playbooks and milestones to scale tech touch customer base.

Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. We'd still like to hear from you if you don’t have nearly enough experience or not all the skills. This could be the perfect fit for you and us.

Requirements

What We'd Love To See

• 3+ experience in Project Management, Information systems (technical background - a must!), and you desire to learn the products’ functionality

• You’re tech-savvy and passionate about working in a fast-paced startup environment. You can adapt to changing circumstances, handle unexpected challenges, and pivot strategies as needed.

• You have experience with relevant software tools and systems for operations management, such as Asana, Zendesk, ChurnZero, Pendo, and Tableau. 

• You have experience in implementing tools and scaling a CS organization’s - a big advantage.

• Strong Organizational Skills: The ability to organize workflows, resources, and schedules efficiently. Proven ability to lead teams without authority and drive complex and impactful changes

• Analytical Thinking: An understanding of data analysis and the ability to use insights to optimize processes and drive informed decision-making is essential.

• Attention to Detail: Ensuring accuracy in processes, documentation, and regulation compliance requires meticulous attention to detail.

• Problem-Solving Skills: You should be adept at identifying issues, analyzing root causes, and implementing solutions to enhance efficiency and overcome challenges.

• You have an interest in the HR Tech industry

• Great interpersonal and communication skills to drive change across functional and business boundaries

Benefits

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

• We have a flexible hybrid working model 

• Work from home allowance- to get your home office set up!

• Payment for sick leave from the first day 

• 2 Social Impact days per year for volunteering

• Annual Headspace subscription and wellness benefits 

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

• 10 bis or cibus/wolt- you get to pick!

• Transportation allowance 

• Dog-friendly 

• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)

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

• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter

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