Customer Success Manager (SMB)

TN United Kingdom; London; Hybrid; GBP 45,000 - 80,000; Full time

Job summary

Join a vibrant, fast-growing global HR platform as a Customer Success Manager. In this role, you'll empower small-to-medium business clients by driving successful adoption and engagement through innovative, AI-driven tools. You'll be at the forefront of community enablement, leading initiatives that ensure clients realize the full value of their partnership. With a commitment to diversity and a culture that values individuality, this position offers an exciting opportunity to make a significant impact in a collaborative environment. If you're tech-savvy and passionate about customer success, this is the role for you!

Benefits

Share options plan

Health insurance allowance

Annual vision and wellness allowances

Travel support and home office setup allowance

Hybrid working model

Quarterly 'Bob balance' days

Social impact days

Employee referral programs

Pension scheme

Company events

Qualifications

• Previous experience in Customer Success Management in SaaS.
• Strong ability to leverage AI tools for customer engagement.

Responsibilities

• Manage adoption of SMB accounts focusing on scalable enablement.
• Lead community engagement programs and ensure effective client usage.

Skills

Customer Success Management

Experience with AI tools

Tech-savviness

Salesforce

Gong

ChurnZero

Zendesk

Tableau

HR or HRM background

Tools

Salesforce

Gong

ChurnZero

Zendesk

Tableau

Job description

The job description contains valuable information but is overly repetitive and somewhat disorganized, with significant content duplicated and some irrelevant details included. To improve clarity and professionalism, I will remove duplicate sections, streamline the content, and ensure the formatting enhances readability. The core responsibilities, requirements, and benefits will be clearly highlighted, and the use of HTML tags will be optimized for structure and engagement.

Here is the refined version:

About Us

HiBob is a fast-growing, global HR platform supporting mid-sized businesses since 2015. We have partnered with over 3,000 companies worldwide, including Monzo, Happy Socks, and Fiverr. We pride ourselves on creating exceptional work experiences for our employees, called 'Bobbers.'

Job Description

Come and be yourself with us! As a Customer Success Manager (CSM) – SMB, you will drive successful adoption and long-term engagement for our small-to-medium business customers through scalable, tech-enabled engagement. Your focus will be on automation, community enablement, and proactive initiatives, leveraging AI-driven tools to deliver impact at scale.

Job Requirements

• Previous CSM experience in SaaS
• Experience with AI tools such as ChatGPT, Gemini, or similar
• Comfort exploring AI insights and automation to enhance customer decisions
• Experience managing customers at scale through digital programs and automation
• Desire to work in a fast-paced, global environment
• Proven ability to prioritize, execute, and exceed KPIs
• Tech-savviness and passion for product functionality
• Strong work ethic, integrity, and collaborative mindset
• Experience with tools like Salesforce, Gong, ChurnZero, Zendesk, Tableau
• HR or HRM background is a plus

Job Responsibilities

• Manage adoption of SMB accounts focusing on scalable enablement and value realization
• Lead community engagement programs such as webinars and workshops
• Utilize AI tools for efficient communication and workflows
• Ensure clients use Bob effectively and derive value
• Build relationships with key stakeholders and promote internal advocacy
• Conduct business reviews, training, and feature implementations
• Analyze adoption data, identify risks, and implement workflows to mitigate them
• Maintain accurate reporting and forecasting
• Collaborate cross-functionally to ideate and lead projects and identify expansion opportunities

Job Benefits

Join our village of amazing people, where you can be yourself. We offer competitive compensation, benefits, and pre-IPO equity, including:

• Share options plan
• Health insurance allowance
• Annual vision and wellness allowances
• Travel support and home office setup allowance
• Hybrid working model and remote work options
• Quarterly 'Bob balance' days
• Social impact days and employee referral programs
• Pension scheme
• Company events, birthday leave, and more

Belonging at HiBob

We are committed to diversity and inclusion, ensuring everyone feels a sense of belonging. All qualified applicants will receive equal consideration without regard to protected characteristics. We welcome discussions about accommodations and encourage you to reach out via email or during the recruitment process.