We are looking for a Strategic customer success manager.
What will you do?
Own a portfolio of 2535 enterprise (large) accounts ( both Israel & global clients) and deliver a high-touch, strategic customer success approach.
Build and execute tailored customer success plans aligned with business objectives, adoption milestones, and measurable outcomes.
Lead key customer engagements including Executive Business Reviews, roadmap alignment, technical enablement, and account planning sessions.
Champion platform adoption through multithreaded stakeholder engagement and position HiBob as a strategic partner in business transformation.
Become a trusted advisor by deeply understanding customer goals and driving long-term value through proactive success planning.
Collaborate cross-functionally with Product, Sales, Marketing, Services, and Development teams to represent the voice of the customer.
Support growth by identifying upsell and cross-sell opportunities, partnering with Account Managers on deal strategy and Renewal Managers on retention planning.
Monitor customer health using data-driven insights to mitigate churn risks and sustain high levels of customer satisfaction and net retention.
Promote customer advocacy by aligning platform value to strategic outcomes and fostering long-term relationships.
Maintain detailed and up-to-date account documentation, including stakeholder maps, strategic success plans, and engagement materials.
Requirements: 35 years of experience in SaaS Customer Success or SaaS Account Management, managing large, complex accounts with revenue responsibility.
Proven success in leading Executive Business Reviews and strategic planning engagements.
Experience building multithreaded relationships across various levels and functions within client organisations.
Strong commercial acumen and experience supporting upsell and renewal strategy
Experience delivering adoption plans across multiple software modules and guiding technical enablement.
Excellent communication and presentation skills, with confidence in engaging senior stakeholdes.
Familiarity with Salesforce, ChurnZero, Asana, and ChatGPT or similar AI tools is a plus.
HR or HRM domain knowledge an advantage.
Tech-savvy with a passion for product learning.
Adaptable and driven, thriving in a fast-paced, high-growth environment.
Hebrew & English a MUST ( Spoken and written fluency)
This position is open to all candidates.