Description:
We are looking for an experienced, energetic, and positive Customer Success Manager to own and manage a significant book of small clients. You will have great interpersonal skills as well as a strong bias towards excellent client service and business acumen. You will be analytical and have great organisational and multitasking skills, and have the ability to provide great service to a large number of accounts. You will have experience in customer success, account management, or customer service in a SaaS-based business. You’re a positive individual, self-motivated with a can-do attitude.
What will you do?
- Manage a large portfolio of small accounts with a focus on enablement at scale and value realisation, yielding to a super-high renewal rate.
- Assess client health and develop strategies to mitigate churn with proactive health plans
- Protect existing revenue streams, mediate risks.
- Identify, own, upsell and uplift opportunities
- Optimise and make sure the client is using bob according to our best practices and is getting value from bob
- Execute Business Reviews, training, check-in calls, and feature implementation
- Work with our customers with the drive to help them change their workplace and achieve their business goals
- Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing, and Sales teams
- Establish and maintain relationships with key stakeholders to promote internal advocacy
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.
- Demonstrable experience of SaaS account management or CSM experience
- Project management
- Business to business experience
- Independently leading upsell and negotiations
- Ability to assess and increase adoption levels.
The following experience is not essential but will be an advantage:
- Experience with SalesForce, Intercom, ChurnZero, Zendesk, Tableau
- We are particularly interested in candidates with HR or HRM background
- Experience in working or living with Nordic cultures
- A proven ability to prioritise and execute
- A track record in achieving and exceeding KPIs and targets
- Highly motivated and confident in upselling including negotiation and delivery demos
- A passion to learn the products’ functionality, and tech-savviness
- Desire to work in a fast-paced startup environment
- Strong work ethic, integrity, and desire to succeed
- Team player