Customer Success Manager (SMB)

Hibob Inc.; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A fast-growing global HR platform is seeking a Customer Success Manager for SMBs in London. The role involves managing a substantial portfolio of accounts, promoting scalable customer engagement, and leveraging AI tools for impactful communication. The ideal candidate will have previous CSM experience in SaaS, familiarity with managing a large client base, and a proactive mindset. This position offers a hybrid working model and various benefits, including share options and health allowances.

Benefits

Company share options plan

Cash allowance for health insurance

Annual Headspace subscription

Qualifications

• Previous CSM experience in SaaS.
• Experience managing at least 100 SMB clients.
• Ability to work in a fast-paced environment.

Responsibilities

• Manage a large portfolio of SMB accounts.
• Host enablement programs and lead community engagement.
• Use AI tools for customer communication.

Skills

SaaS experience

Customer management

Digital program management

AI Tools usage

Collaboration

Salesforce experience

Tools

SalesForce

Gong

Zoom

Job description

Overview

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.

Responsibilities

• 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

Qualifications

• 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, ChurnZero, Zendesk, Tableau or similar tools
• We are particularly interested in candidates with HR or HRM background

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 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 virtually with our global teams)
• We love birthdays – take the day off and receive a special gift

About HiBob

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 names like Fulham Football Club, what3words, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call “Bobbers.” Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.

HiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre‑IPO equity alongside all of this: