Customer Success Business Analyst

Job Description
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 3500 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 Airtasker, Go Cardless, 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.
As a Customer Success Business Analyst, you will play a pivotal role in driving revenue expansion by analysing customer behaviour, uncovering growth opportunities, and enabling data-driven decision-making. You will collaborate with Strategy, Customer, Product, and Finance teams to translate insights into strategies that deliver sustainable growth and enhance customer lifetime value.
Job Requirements

• Bachelor's degree in Business, Finance, Economics, Data Analytics, or related field, or equivalent work experience.
• 2-3 years of experience as a Business Analyst in B2B SaaS, ideally in Customer Success, Revenue Analytics, or Product Analytics.
• Experience working with AI platforms as thought partners and solution enablers (strong advantage).
• Proficiency in SQL and data tools (e.g., Snowflake, Tableau, Looker, Excel), with proven ability to optimise queries, build dashboards, and automate reporting.
• Strong knowledge of Salesforce and customer data platforms.
  Excellent analytical, problem solving, and critical thinking skills, paired with strong business acumen.
• Strong communication skills, with the ability to present complex data in a clear, concise, and actionable manner.

Job Responsibilities

• Build and own reporting infrastructure across CS Department (CSM, PS, Partners, CX): define source-of-truth KPIs, design scalable data models, create dashboards, and maintain clear documentation.
• Deliver clear, actionable insights across CS Department: turn complex data into concise narratives and recommendations using dashboards, write-ups, and presentations.
• Deep-dive Professional Services performance: track and analyze KOTL, CSAT, Readiness Score, TTL, utilisation, and budget variance; identify drivers and partner with PS leaders on actions.
• Monitor retention health across CS Department: build and maintain churn, NDR, and GDR reporting, plus cohorts and leading indicators to predict risk and surface expansion opportunities.
• Scale operational excellence across CS Department: streamline and automate processes, standardise definitions, and drive adoption through user training and enablement.
• Establish business rhythms across CS Department: publish weekly and monthly scorecards, dashboards, and executive reviews that keep stakeholders aligned on performance and priorities.
• Evolve how we operate across CS Department: pilot new analytical techniques and AI-enabled tools to improve forecasting, planning, and productivity.
• Run targeted analyses across CS Department: execute ad hoc deep dives, experiments, and scenario models to inform strategy and key decisions.

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 alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder
• Cash allowance for health insurance
• Annual vision allowance
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• 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

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
*** Learn about HiBob's hybrid working model ***
BELONGING AT HIBOB
Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.
We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).
Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email [email protected] or speak to the recruiter when they arrange a call with you.
We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.