What we’re looking for:

Essential experience

• Significant experience in Enterprise Customer Success within B2B SaaS.
• Proven experience personally owning a small portfolio of large, strategically important customers, rather than primarily managing a high-volume book.
• Experience managing customers in the £500k–£1M+ ARR range or comparable enterprise account complexity.
• Strong track record across retention, renewal and expansion, with clear evidence of commercial impact.
• Experience working directly with C-suite and senior executive stakeholders.
• Strong understanding of strategic account planning, value realisation and multi-threaded stakeholder management.
• Experience leading complex customer situations and coordinating multiple internal functions to drive an outcome.
• Experience operating in a multi-product SaaS environment, ideally where expansion requires engaging different buying groups.
• Strong judgement: able to distinguish between what needs immediate action, what can wait and who needs to be involved.
• A track record of progression and sustained tenure in customer-facing SaaS roles.

The mindset we value

• Executive and strategic: able to operate above the detail and focus on the business decision and customer outcome.
• Commercial: sees retention and growth as part of Customer Success, not separate from it.
• Low ego: confident enough to challenge customers and colleagues, but open enough to listen, learn and change course.
• Curious: wants to understand the customer's business, industry and priorities rather than simply manage the account plan.
• Collaborative: knows how to bring the right people together rather than trying to solve everything personally.
• Calm under pressure: able to bring structure and urgency to complex or at-risk situations.
• Clear communicator: can make a complex issue simple and deliver a concise, compelling executive message.
• Builder mentality: comfortable joining a growing organisation where processes and ways of working are still evolving.

Nice to have

• HR technology, HRIS or adjacent B2B SaaS experience.
• Experience selling or expanding multi-product platforms.
• Experience in a high-growth, scaling SaaS environment.
• Experience coaching or mentoring other CSMs.
• Salesforce experience.
• Experience using data and customer health insights to identify risk and growth.
• Experience working with Product and Engineering on customer-led product development.

Why this role matters

This role sits at the point where Customer Success, commercial strategy and executive partnership come together.

You’ll work with a small number of HiBob’s most important customers, where the expectation is not simply to manage the relationship, but to shape the strategy, create value, protect revenue and unlock growth.

You’ll have the seniority and autonomy to operate at a Lead level without moving into people management, while also having the opportunity to influence how we work with our largest customers and raise the bar across the wider Customer Success organisation.

Why HiBob?

HiBob is growing quickly, and so is our Enterprise business. We’re continuing to invest in our product, our Customer Success organisation and our ability to support increasingly complex global customers.

This is an exciting time to join us: you’ll be coming into a business with the scale to support sophisticated Enterprise customers, but with plenty of opportunity to shape how we work as we continue to grow.

Job Benefits

HiBob is a village filled with amazing people and we’re especially proud of that. We want Bobbers to do their best work while feeling comfortable being themselves.

You’ll receive competitive compensation, quarterly variable pay, pre-IPO share options and a hybrid working setup with two weekly team office days in our Covent Garden office.