Customer Success Manager

HiBob; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Company share options

Cash allowance for health insurance

Annual wellness benefits

Hybrid working from day one

Work-from-home allowance

Job summary

A leading HR technology provider in Greater London seeks an experienced Customer Success Manager to enhance client relationships and drive success. The ideal candidate has B2B SaaS experience and strong analytical skills with a passion for client service. Responsibilities include managing customer adoption and usage, executing tailored strategies, and engaging stakeholders at all levels. The role offers substantial benefits including company share options, health insurance cash allowances, and a hybrid working model.

Qualifications

• Experience in customer success in a tech/SaaS-based business.
• Fluency in German and/or Dutch is advantageous.
• Strong work ethic and integrity.

Responsibilities

• Build and execute an account-specific relationship framework.
• Understand HR objectives of clients.
• Manage a portfolio of accounts with a focus on adoption.

Skills

B2B SaaS CSM experience

Excellent client service

Analytical skills

Fluent in English

Tech-savvy

Project management skills

Communication across the C-suite

Tools

Salesforce

Asana

ChurnZero

Job description

Customer Success Manager

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, backed by our amazing team of Bobbers from across the globe, making us the choice HRIS for 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.

About You

We are looking for an experienced, energetic and positive Customer Success Manager. You will have great interpersonal skills as well as a strong bias towards 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.

Job Requirements

• B2B SaaS CSM experience, owning an EU book of business with targets on net retention.
• Experience working in B2B (client‑facing) role.
• Fluent in English, with fluency in German and/or Dutch a strong advantage.
• A passion to learn the products’ functionality, and you’re tech‑savvy.
• A desire to work in a fast‑paced startup environment.
• A strong work ethic, integrity and desire to succeed.
• Executive project management skills and ability to communicate effectively across the C‑suite.
• Experience working with Salesforce & web‑based technologies.
• Experience with SFDC, Asana and/or ChurnZero is advantageous.
• An HR or HRM background is advantageous.

Job Responsibilities

• Build and execute an account‑specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions.
• Work to understand the HR objectives our clients have and how they contribute to the wider business goals. Become a trusted advisor within the account to tailor use cases and develop success plans to achieve desired outcomes.
• Manage a portfolio of accounts with a focus on adoption and usage.
• Work closely with our customers’ various stakeholders to help them change their workplace and achieve their individual and business goals.
• Become the customer advocate in HiBob, collaborating with our Product, Development, Marketing and Sales teams.
• Protect existing revenue streams, identify opportunities and risks.
• Assess client health and develop strategies to mitigate churn.
• Meet net retention and CSAT/NPS KPIs through data‑driven analysis, planning and execution.
• Provide ongoing product enablement for customers across product catalogue.
• Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.
• Stay up to date with evolving HR industry trends, compliance changes, and emerging technologies to proactively guide clients and ensure the platform aligns with modern workforce needs.
• Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value.
• Proven ability to leverage AI and automation in developing scalable success strategies that enhance efficiency and business impact.
• Experience applying AI‑driven insights and automation to improve customer engagement, personalise experiences and deliver measurable value.

Job Benefits

• 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 one.
• 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 one.
• 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.

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. You can email [e-mail] or speak to the recruiter when they arrange a call with you. We will ask you to share some voluntary personal information as part of your application to help us monitor our inclusion and diversity ambitions. Hiring managers do not have access to this information and we will treat it confidentially.