HiBob
VP Customer Success - US
at HiBob
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, backed by an amazing team of Bobbers worldwide, 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.
Job Description 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 roll out new Finance and Payroll solutions for the US while deepening our HCM product suite.
You 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.
As part of your role, you will be a critical translator of the voice of our US customers, partner with the Product Management team to optimize the HCM, payroll, Ben‑Admin and Finance platforms to address our clients’ needs, with the Bob user experience as a guiding principle.
Location & Work Arrangement New York, NY – We’ll 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). Hybrid working model for Bobbers in the NY metro area.
Job Responsibilities
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 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 world’s 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.
Job Requirements
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 building your own agent, reimagining CS leveraging AI and maximizing human connectivity and have proven experience using AI in your current role.
Compensation & Benefits Base salary range: $212,000 – $280,000 per year. Variable compensation component.
Benefits include stock options at a high‑growth unicorn startup, 100% subsidized medical, dental, and vision coverage, 401(k) with 3% company match starting from Day 1, work‑from‑home allowance, temporary remote work‑from‑anywhere in the world for up to 2 months after 6 months of employment, annual Headspace subscription and wellness benefits, social impact days, Bob balance days, employee referral program, and a dog‑friendly office.
EEO Statement HiBob is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr
at HiBob
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, backed by an amazing team of Bobbers worldwide, 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.
Job Description 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 roll out new Finance and Payroll solutions for the US while deepening our HCM product suite.
You 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.
As part of your role, you will be a critical translator of the voice of our US customers, partner with the Product Management team to optimize the HCM, payroll, Ben‑Admin and Finance platforms to address our clients’ needs, with the Bob user experience as a guiding principle.
Location & Work Arrangement New York, NY – We’ll 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). Hybrid working model for Bobbers in the NY metro area.
Job Responsibilities
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 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 world’s 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.
Job Requirements
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 building your own agent, reimagining CS leveraging AI and maximizing human connectivity and have proven experience using AI in your current role.
Compensation & Benefits Base salary range: $212,000 – $280,000 per year. Variable compensation component.
Benefits include stock options at a high‑growth unicorn startup, 100% subsidized medical, dental, and vision coverage, 401(k) with 3% company match starting from Day 1, work‑from‑home allowance, temporary remote work‑from‑anywhere in the world for up to 2 months after 6 months of employment, annual Headspace subscription and wellness benefits, social impact days, Bob balance days, employee referral program, and a dog‑friendly office.
EEO Statement HiBob is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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