Customer Success Operations Manager

Job details
Posting date: 10 March 2020
Salary: £35,000 to £45,000 per year
Hours: Full time
Closing date: 09 April 2020
Location: London, UK
Company: Hibob UK Limited
Job type: Permanent
Job reference: CSOps

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About Us

Hibob is a vibrant, dynamic, happy place to work. A start-up with an amazing culture, and bright and resourceful people in London, with our HQ in Tel-Aviv.

bob is our cloud-based people management solution. bob brings work to life & offers a beautiful way for employees to show their true colours and connect with each other – putting a sense of belonging at the heart of any company culture

Disruptive SaaS Organisation
Series A funded $59M
Offices in Tel Aviv, London & New York

About You

We are looking for an experienced, energetic and positive CS Operations Manager. You will be the right hand of our VP Customer Success, responsible for the underpinning operations and technical support of our CS team. You will become knowledgeable about the customers’ user journey, the CS processes and own the targets to make the CS organization more efficient while achieving their net retention goals. You will have experience in account management & customer service in a tech/SaaS based business. You’ll be responsible for working closely with our product and development teams.

What will you do?

Define all Customer Success processes in Account Management, Onboarding and Support.
Define CS requirements in terms of tracking internal and external KPI’s and CS tools.
Build and execute account specific frameworks inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and account planning sessions
Assess and develop strategies to identify at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
CSM enablement, including providing materials and data that help CSMs work more effectively
Coordinate cross-functional processes (with Product, Engineering, Support, Services, and Sales) that help meet renewal and upsell targets and deliver on customers’ needs
Assess client health and develop strategies to mitigate churn
Track and analyze leading indicators of renewals and upsell to meet net retention and CSAT/NPS KPIs through data driven analysis, planning and execution
Report to executives and the board on past results and renewals and upsell forecasts, e.g. through dashboards and presentations
Implement and manage software that facilitates CSM Ops activities and improves efficiency.
Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy

You’ll be great for this role if you have..

2-3 years SaaS account management or CSM experience
A passion to learn the products’ functionality, and you’re tech savvy
An HR or HRM background
Experience in implementing CS tools and scaling a CS organization.
Experience of accurately forecasting and hitting revenue targets
A desire to work in a fast-paced startup 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 implementing CS tools
Experience with Intercom, Slack, Quicksight, Zendesk, Airtable - advantage

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