Customer Success Manager; SMB

Overview

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.

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 Football Club, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."

The Customer Success Manager (CSM) – SMB plays a key role in driving successful adoption and long-term engagement for our small-to-medium business customers. This role is focused on scalable, tech-touch engagement, enabling customers to realise value from Bob through automation, community enablement, and proactive group-led initiatives in addition to traditional 1:1 interactions. With a strong 1:

Many mindset, the CSM is responsible for creating repeatable, automated, and data-driven workflows that support multiple customers efficiently. This is a role that leverages AI-driven communication tools, success automations, and innovative workflows to deliver impact at scale and prevent risk.

• Previous CSM experience in SaaS
• Experience in managing a large book of SMB clients (minimum of 100 customers)
• Experience in managing customers at scale through digital programs, automation, and tech-enabled touch points
• Experience of using AI Tools such as Chat GPT, Gemini or similar
• Comfort with exploring and applying AI insights and automation tools to drive smarter customer decisions
• Desire to work in a global, fast-paced scale up environment
• A proven ability to prioritise and execute
• A track record in achieving and exceeding KPIs and targets
• A passion to learn the products’ functionality, and tech-savviness
• Strong work ethic, integrity, and desire to succeed
• Active listening & consultative approach
• A passion to work collaboratively within your team and with other relevant teams
• Experience with Salesforce, Gong, Churn Zero, Zendesk, Tableau or similar tools
• We are particularly interested in candidates with HR or HRM background

• Manage the adoption of a large portfolio of SMB accounts with a focus on enablement at scale (1:many) and value realisation
• Host 1:
  
  Many enablement programs, including webinars, workshops, and community engagement
• Lead, promote and facilitate community engagement by sharing best practices and encouraging peer discussions
• Leverage AI tools for efficient and scalable customer communication
• Optimise and make sure the client is using Bob according to our best practices and is getting value from Bob
• Establish and maintain relationships with our customers’ key stakeholders to promote internal advocacy
• Ad-hoc business reviews, training, check-in calls, and feature implementation
• Analyse adoption data, identify risks proactively, and action workflows from these insights in order to mitigate risk
• Keep accurate reporting to ensure correct forecasting
• Ability to ideate projects, lead them, and collaborate with others to bring them to life
• Work closely with Account Managers to surface expansion opportunities based on customer needs
• Become the internal customer advocate in HiBob, collaborating cross-functionally with our Product, Operations, Marketing, and GTM teams

• Company share options plan - every employee can eventually become a share Holder
• 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…