HiBob
Enterprise Customer Success Manager
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Come and be yourself with us! Being a Bobber means bringing your whole self to work - whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.
About Us
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including Fulham FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees - who we affectionately call “Bobbers.”
Purpose
A strategic, data-driven CSM role focused on helping large, complex customers realise measurable business value from HiBob, expand adoption across modules and stakeholder groups, and drive retention, advocacy, and growth through proactive success planning.
Main Deliverables
- Build and execute tailored success and account plans aligned to customer business goals, adoption milestones, product usage, stakeholder engagement, and measurable outcomes.
- Lead high-impact customer engagements, including Executive Business Reviews, roadmap discussions, adoption workshops, product enablement sessions, and strategic account planning.
- Translate customer health, usage, engagement, and risk signals into proactive actions that improve retention, satisfaction, and long-term value.
- Partner with Account Managers and Renewal Managers to protect revenue, support strategic renewal planning, and surface expansion potential grounded in customer value.
- Maintain strong account documentation, including stakeholder maps, success plans, adoption priorities, risk plans, EBR materials, and executive-level account narratives.
- Use AI and customer intelligence tools to improve account preparation, identify risks and opportunities, personalise engagement, and scale high-quality customer interactions.
Key Responsibilities
- Own the success strategy for a portfolio of complex customers, building account and success plans around their business objectives, adoption priorities, stakeholder landscape, risks and growth opportunities.
- Build multithreaded relationships across HR, People, IT, Finance and executive stakeholders, understanding different priorities and creating alignment around shared outcomes.
- Lead strategic customer engagements including Executive Business Reviews, success planning sessions, adoption workshops, roadmap discussions and technical deep dives.
- Use customer health, product usage, engagement and commercial data to identify risk and opportunity early, diagnose what's driving it and take proactive action.
- Develop a deep understanding of Bob and your customers' technology environments, partnering with Product, Engineering, Services and Support to navigate integrations, product limitations and complex customer requirements.
- Help customers translate product adoption into measurable business value, building clear narratives around outcomes, ROI and progress against their goals.
- Partner closely with Account Managers and Renewal Managers to protect revenue and build successful renewal and expansion strategies.
- Proactively uncover opportunities for customers to gain additional value from Bob, helping shape the business case for expansion across products, teams and geographies.
- Represent the voice of the customer internally, bringing clear insight to Product and other teams and helping influence how we continue to evolve Bob for larger organisations.
- Maintain a clear strategic view of your portfolio, prioritising your time according to customer health, risk, value and growth potential rather than simply responding to the loudest customer.
- Use AI and customer-intelligence tools to improve account research, identify signals, prepare for customer conversations and scale high-quality engagement.
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We're looking for someone who brings:
- Proven Customer Success or strategic SaaS Account Management experience in a complex B2B software environment.
- Experience personally owning strategic customers with meaningful recurring revenue responsibility and navigating complex, multi-stakeholder organisations.
- Strong strategic account-management skills. You can diagnose what's happening within an account, decide what needs to change and build a plan to influence the outcome.
- Experience working with a complex software product, including integrations, technical requirements, implementation challenges or product limitations, and confidence partnering with Product and technical teams to find a way forward.
- Strong commercial instincts and experience contributing directly to retention, renewals, expansion and revenue growth.
- Evidence of proactively identifying growth opportunities rather than waiting for customers or Sales to surface them.
- Experience building relationships across multiple functions and seniority levels, with the confidence to influence and challenge senior stakeholders when required.
- A data driven approach to Customer Success, using adoption, usage, health and commercial signals to prioritise activity and measure customer value.
- The ability to connect product capabilities to customer business objectives and communicate value in clear, commercially relevant terms.
- Excellent communication and presentation skills. You're able to make complex topics simple, adapt to different audiences and communicate clearly and concisely with executives.
- Strong ownership and judgement. You're comfortable making decisions, prioritising competing customer needs and being accountable for outcomes.
- Curiosity and technical aptitude. You don't need to be an engineer, but you enjoy getting under the hood of a product and understanding how things work.
- Comfort operating in a fast-moving environment where the answer isn't always obvious and where Product, process and customer needs continue to evolve.
- Experience in HRTech or PeopleTech is an advantage, but not essential. We're equally interested in people coming from other complex SaaS environments who can bring the strategic, technical and commercial foundations we're looking for.
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HiBob is a village filled with incredible people, and we're proud of that. It's a place where Bobbers can truly be themselves. We're about fun, dreams and ambition just as much as we're about precision, growth and high performance.
Becoming a Bobber means joining a company that values you as a whole person. You'll receive competitive compensation, benefits and pre-IPO equity, alongside:
- Cash allowance to utilise within our benefits platform so that you can mix & match to suit you
- Annual vision allowance
- 25 days annual leave
- Annual Unmind subscription and wellness benefits
- Travel support, including cycle scheme and season ticket loans
- Hybrid working from day one (2 days per week at our Covent Garden office)
- Work-from-home allowance to help set up your home office
- Temporary remote working from anywhere in the world for up to two months after six months of employment
- Bob Balance Days, giving you a company-wide long weekend at the beginning of each quarter
- Two Social Impact days per year for volunteering
- Employee referral and ambassador programmes
- Pension scheme auto-enrolment from day one
- Company and team social events
- Your birthday off, plus a special gift
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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