VP Customer Success - US

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 how people work today: globally, remotely, and collaboratively.
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.
We are looking to enhance our amazing Customer Success team in the Americas with a strong executive leader that will oversee our regional customers across all segments and all products. You will oversee our Americas book of business and scale a world class HCM & payroll Customer Success team, all while partnering with our global Services and Operations team, Customer Experience and Customer Growth teams. This is a unique opportunity to shape the darling of the HCM industry as we are rolling out our new Finance and Payroll solutions for the US as we continue to widen and deepen our HCM product suite.
Y ou will have extensive experience as a CS executive in HCM and/or FinTech with a passion for value, impact and ROI through driving customer value and optimizing best in class operational excellence. You will consistently innovate and use AI to redefine how we serve our US market while aligning with our International CS organization. This role will be critical in our journey to become the HCM vendor of choice for the Mid-size, Multinational, Modern businesses in the Americas.
As part of your role, you will be a critical translator of the voice of our US customers, and partner with the Product Management team to optimize the HCM, payroll, Ben-Admin and Finance platform to address our clients' needs, with the Bob user experience as a guiding principle - to provide excellent user experience to all employees.
**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office 2-3 days a week (Tuesday - Thursday). We love collaborating and connecting with our team members in-person, and we hope you will too!**
Job Requirements
Requirements
Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren't the only factor. If you don't have nearly enough experience, or not all the skills, we'd still like to hear from you. This could be the perfect fit for you and us.

• Customer success executive experience: Lead and strategize customer success in a fast growing scale- up that services mid-market to sub-enterprise clients.
• Customer obsession & service orientation: Deliver exceptional service to all our clients, that is first and foremost providing value to our clients, while nurturing client retention and growth.
• Team leadership : Your mission is to scale a high-performing team and establish efficient and smooth processes in an inclusive, positive and top performing culture.
• Extensive CoreHR knowledge (and/or Finance) : A strong understanding of HCM and/or Finance processes, the economic buyer and decision maker personas.
• Problem-solving skills : The ability to identify and resolve complex issues, including discrepancies, errors, and employee inquiries. Experience in troubleshooting problems and implementing solutions.
• Communication and collaboration : Strong interpersonal and communication skills to effectively collaborate with other departments, such as Product and Sales, and regions.
• Continuous improvement mindset : A proactive approach to identify opportunities for process improvement and implementing best practices. Experience in implementing automation tools, streamlining processes, and enhancing payroll efficiency.
• Hands on AI Experience: You have spent time to build your own agent, reimagined CS leveraging AI and maximizing human connectivity and have proven experience using AI in your current role.

Job Responsibilities
About HiBob's Customer Success team
Join us to lead a team of passionate, bright and eager Customer Success professionals as well as our newly established payroll services and support teams. We work together to become HR subject matter experts, keep up with an ever-evolving product in a market that is at disruption. We work together to win together. We celebrate every go live and strive to keep our customers happy and fans of Bob, as well as empowered by it. We leverage our relationship to form a close community of influential HR people that put their people first, with a deep understanding that empowering the people is what makes businesses thrive.
What will you do

• Own the Americas book of business end to end with key focus on customer gross retention and satisfaction by driving customer value through adoption.
• Build our Americas CS strategy and lead the local CS leadership team.
• Take an active part in CS strategy and company customer centricity as a member of the global CS executive leadership team.
• Lead a world-class regional Customer Success Management team of ~15 bobbers
• Act as regional lead for Customer Success in the Americas(including dotted line support for our Professional Services and Customer Experience team members based in the Americas) ~30 bobbers.
• Serve as executive sponsor for key accounts as well as escalation where needed.
• Own the voice of Americas' customers.
• Partner with our Americas AM(Account Manager) leader to strategize around customers' expansion while maximizing value for them, keeping them engaged and content - with clear targets on CSQLs to push NDR up and to the right.
• Partner with sales leadership to build the worlds' best customer community of advocates, while keeping sales accountable for setting the right expectations.
• Drive and own CS KPIs (satisfaction, product adoption, retention & expansion) as well as payroll operations SLAs, efficiency and satisfaction.

What we offer in return
Join the fastest growing HR start-up in New-York. You'll be working in a fast-paced, high-growth SaaS environment with some of the coolest brands. We have exceptional executive leadership that is going to take us all the way to being the people management platform of choice for any mid-size, multi-national, modern company, plus an amazing team of people who are all passionate about our product and make a better working world. We're in a recently renovated office in Chelsea, fully supplied with coffee, snacks and breakout space. We offer a competitive salary and stock options. You'll work very closely with our executive leadership team and many other departments in the company.
Base salaries for this role range from $212,000 - $280,000 per year. This role has an additional variable compensation component.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.
#LI-Hybrid
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:

• Stock options at a high-growth unicorn startup
• 100% subsidized medical, dental, and vision coverage for employees
• 401(k) with a 3% company match starting from Day 1
• Hybrid working model for bobbers in the NY metro area
• 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
• Annual Headspace subscription and wellness benefits
• Two social impact days per year for volunteering
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus
• Fun and frequent social events (in-person and virtual)
• We love birthdays - take the day off and receive a special gift
• Dog-friendly office

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