Customer Success Manager - Enterprise

Direct message the job poster from HiBob.

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 3,000 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, Fiverr, and Vayner Media rely upon Bob to help them create the best work experiences for their people.

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.

We are looking for an experienced, energetic and positive Customer Success Manager. You will have great interpersonal skills as well as a strong bias toward excellent client service. You will be analytical and have great organisational skills. You will have experience in customer success in a tech/SaaS‑based business.

• 3–5 years of experience in 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 stakeholders.
• Familiarity with Salesforce, Churn Zero, Asana, and ChatGPT or similar AI tools is a plus.
• HR or HRM domain knowledge – an advantage.
• Fluent in English.
• Tech‑savvy with a passion for product learning.
• Adaptable and driven, thriving in a fast‑paced, high‑growth environment.

• Own a portfolio of 25–35 enterprise (large) accounts 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.

• 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…