Enterprise Customer Success Manager APJ

Job Description

About Us

HiBob helps modern, mid-size businesses transform the way they manage people, equipping HR teams and managers with the tools they need to connect, engage, develop, and retain top talent. Since 2015, we've experienced triple-digit year-over-year growth, powered by our amazing global team of Bobbers. Over 4,000 fast-growing companies—including HiPages, Airtasker, and the Brand Power company—trust Bob to create exceptional work experiences for their people.

Our HR platform is intuitive, data-driven, and designed for today's workplace: global, remote, and collaborative.

Come and Be You With Us

Being a Bobber is all about being your authentic self. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do the best work of your career. We're on a mission to grow HiBob in the region and we want you to join us

Job Requirements

• Minimum 2 years of SaaS Account Management, Customer Success Management, or equivalent transferable expertise, such as consulting, HR/People Operations, project management, implementation, or client engagement roles.
• Experience owning an APJ book of business of ~30 enterprise accounts with targets on net retention.
• Genuine passion for HR technology and a strong ability to articulate its value.
• Proven success in engaging with executive stakeholders and navigating complex customer organisations.
• Demonstrated commercial acumen, with the ability to identify growth opportunities and align customer goals with business objectives.
• Tech-savvy and enthusiastic about learning product functionality.
• Self-driven, resilient, and adaptable to the fast-paced environment of a growing startup.
• Experience with Salesforce or similar tools (desirable).

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.

Job Responsibilities

We're seeking an experienced and proactive Customer Success Manager to join our growing team. In this role, you'll leverage your interpersonal, organizational, and analytical skills to drive customer adoption, satisfaction, and growth. You'll serve as a trusted advisor, advocate for our customers' success, and help create meaningful change in workplaces worldwide.

• Relationship Building: Develop and execute account-specific frameworks, including regular status calls, quarterly business reviews, and strategic account planning sessions.
• Driving Value: Partner with customers to ensure they achieve their business goals, driving adoption and product usage.
• Customer Advocacy: Act as a bridge between customers and internal teams (Product, Development, Marketing, and Sales) to influence outcomes that support customer success.
• Risk Management: Assess client health, proactively address risks, and develop strategies to mitigate churn.
• Strategic Thinking: Identify opportunities to protect and expand revenue, ensuring long-term customer satisfaction and success.
• Data-Driven Decision-Making: Meet retention and CSAT/NPS KPIs by using data to inform strategies and actions.
• Stakeholder Management: Build trust and alignment with customer stakeholders at all levels, from HR teams to C-suite executives.
• Time Management: Balance a portfolio of 50-60 accounts effectively, prioritising tasks to deliver exceptional outcomes.

Job Benefits

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 options alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder
• Hybrid working from day 1
• 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)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift
• Catered Thursday lunches and coffee
• Dog-friendly office

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

**Note: We will only consider candidates located in the Sydney Metro Area who are willing to work in our Sydney office at least two days a week. We love collaborating and connecting with our team members in-person, and we hope you will too**