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, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3000 midsize and multinational companies.Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.Come and be you with us Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.About the roleAs the Customer Success Director for the MidMarket segment, you will play a pivotal role in building and scaling our Customer Success team to drive retention, value and customer satisfaction. You will lead a team of CS leaders and be responsible for the overall health of our midmarket customer base, ensuring that our customers derive maximum value from HiBob’s solutions. Your focus will be on driving adoption, delivering value, and creating scalable interventions that support long-term customer success. You will also collaborate closely with other departments, including Sales, Account Management, Marketing, Enablement, and Product, to align on goals and drive cross-functional initiatives.Responsibilities:Develop and execute strategies to grow and manage the mid-market customer segment, ensuring we meet our retention and GDR targets.Provide leadership and mentorship to CS team leaders, helping them to build high-performing teams that deliver exceptional customer experiences.Own key performance indicators such as customer retention and gross dollar retention (GDR), ensuring that the team meets or exceeds these targets.Focus on driving product adoption and demonstrating value to customers, ensuring they fully leverage HiBob’s capabilities to achieve their business goals.Implement scalable customer success initiatives, leveraging technology and automation where possible, to efficiently manage a large and growing customer base.Work closely with Sales, Account Management, Marketing, Enablement, and Product teams to align on customer needs, share insights, and drive collaborative projects that enhance customer success.Execute Churn & Downsell risk mitigation strategies to address customer needs across multiple root causes, helping to build automation and playbooks for a consistent and effective CS approach to mitigate risk.Work closely with Engineering & Product teams to help prioritise key product feature enhancements to ensure long term customer satisfaction.