Enterprise Customer Success Manager

HiBob; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid working from day one

Pre-IPO equity

Work-from-home allowance

BobBalanceDays

Job summary

HiBob is seeking a strategic Customer Success Manager to drive value for large, complex customers. You will build tailored success plans, lead executive engagements, and translate usage and health signals into proactive actions to boost retention and expansion.

You’ll partner with sales and product teams, navigate multi-stakeholder environments, and apply data-driven insights to demonstrate measurable outcomes and ROI across HRTech platforms.

Qualifications

• Proven strategic SaaS account management in complex B2B software environments.
• Owns strategic accounts with recurring revenue responsibility and multi-stakeholder navigation.
• Strong strategic account-management skills and ability to influence senior stakeholders.
• Experience with complex software products, integrations, and working with Product/Engineering teams.
• Commercially strong with focus on retention, renewals, and revenue growth.
• HRTech or PeopleTech exposure is advantageous but not essential.

Responsibilities

• Lead tailored success and account plans aligned to customer goals, adoption milestones, and measurable outcomes.
• Manage executive business reviews, roadmap discussions, adoption workshops, and enablement sessions.
• Interpret health, usage, engagement, and risk signals to drive proactive retention and value.
• Collaborate with Account Managers and Renewal Managers to protect revenue and surface expansion opportunities.
• Maintain stakeholder maps, success plans, adoption priorities, and risk plans across the portfolio.
• Leverage AI and customer intelligence tools to improve engagement, identify risks, and scale interactions.

Skills

Strategic SaaS

Account management

Multi-stakeholder

Product collaboration

Data-driven CS

HRTech experience

Communication skills

Job description

Job Description

Come and be yourself with us!

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.

About Us

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 FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees - who we affectionately call “Bobbers.”

Purpose

A strategic, data-driven CSM role focused on helping large, complex customers realise measurable business value from HiBob, expand adoption across modules and stakeholder groups, and drive retention, advocacy, and growth through proactive success planning.

Main Deliverables

Build and execute tailored success and account plans aligned to customer business goals, adoption milestones, product usage, stakeholder engagement, and measurable outcomes.

Lead high-impact customer engagements, including Executive Business Reviews, roadmap discussions, adoption workshops, product enablement sessions, and strategic account planning.

Translate customer health, usage, engagement, and risk signals into proactive actions that improve retention, satisfaction, and long-term value.

Partner with Account Managers and Renewal Managers to protect revenue, support strategic renewal planning, and surface expansion potential grounded in customer value.

Maintain strong account documentation, including stakeholder maps, success plans, adoption priorities, risk plans, EBR materials, and executive-level account narratives.

Use AI and customer intelligence tools to improve account preparation, identify risks and opportunities, personalise engagement, and scale high-quality customer interactions.

Responsibilities

• Ownthesuccessstrategyforaportfolioofcomplexcustomers,buildingaccountandsuccessplansaroundtheirbusinessobjectives,adoptionpriorities,stakeholderlandscape,risksandgrowthopportunities.
• BuildmultithreadedrelationshipsacrossHR,People,IT,Financeandexecutivestakeholders,understandingdifferentprioritiesandcreatingalignmentaroundsharedoutcomes.
• LeadstrategiccustomerengagementsincludingExecutiveBusinessReviews,successplanningsessions,adoptionworkshops,roadmapdiscussionsandtechnicaldeepdives.
• Usecustomerhealth,productusage,engagementandcommercialdatatoidentifyriskandopportunityearly,diagnosewhat'sdrivingitandtakeproactiveaction.
• DevelopadeepunderstandingofBobandyourcustomers'technologyenvironments,partneringwithProduct,Engineering,ServicesandSupporttonavigateintegrations,productlimitationsandcomplexcustomerrequirements.
• Helpcustomerstranslateproductadoptionintomeasurablebusinessvalue,buildingclearnarrativesaroundoutcomes,ROIandprogressagainsttheirgoals.
• PartnercloselywithAccountManagersandRenewalManagerstoprotectrevenueandbuildsuccessfulrenewalandexpansionstrategies.
• ProactivelyuncoveropportunitiesforcustomerstogainadditionalvaluefromBob,helpingshapethebusinesscaseforexpansionacrossproducts,teamsandgeographies.
• Representthevoiceofthecustomerinternally,bringingclearinsighttoProductandotherteamsandhelpinginfluencehowwecontinuetoevolveBobforlargerorganisations.
• Maintainaclearstrategicviewofyourportfolio,prioritisingyourtimeaccordingtocustomerhealth,risk,valueandgrowthpotentialratherthansimplyrespondingtotheloudestcustomer.
• Use AI and customer-intelligence tools to improve account research, identify signals, prepare for customer conversations and scale high-quality engagement.

Skills & Experience

We're less interested in job titles and more interested in the scale, complexity and ownership you've had.You'll ideally bring:

• ProvenCustomerSuccessorstrategicSaaSAccountManagementexperienceinacomplexB2Bsoftwareenvironment.
• Experiencepersonallyowningstrategiccustomerswithmeaningfulrecurringrevenueresponsibilityandnavigatingcomplex,multi-stakeholderorganisations.
• Strongstrategicaccount-managementskills.Youcandiagnosewhat'shappeningwithinanaccount,decidewhatneedstochangeandbuildaplantoinfluencetheoutcome.
• Experienceworkingwithacomplexsoftwareproduct,includingintegrations,technicalrequirements,implementationchallengesorproductlimitations,andconfidencepartneringwithProductandtechnicalteamstofindawayforward.
• Strongcommercialinstinctsandexperiencecontributingdirectlytoretention,renewals,expansionandrevenuegrowth.
• Evidence of proactively identifying growth opportunities rather than waiting for customers or Sales to surface them.
• Experiencebuildingrelationshipsacrossmultiplefunctionsandsenioritylevels,withtheconfidencetoinfluenceandchallengeseniorstakeholderswhenrequired.
• A data driven approach to Customer Success, using adoption, usage, health and commercial signals to prioritise activity and measure customer value.
• Theabilitytoconnectproductcapabilitiestocustomerbusinessobjectivesandcommunicatevalueinclear,commerciallyrelevantterms.
• Excellentcommunicationandpresentationskills.You'reabletomakecomplextopicssimple,adapttodifferentaudiencesandcommunicateclearlyandconciselywithexecutives.
• Strongownershipandjudgement.You'recomfortablemakingdecisions,prioritisingcompetingcustomerneedsandbeingaccountableforoutcomes.
• Curiosityandtechnicalaptitude.Youdon'tneedtobeanengineer,butyouenjoygettingunderthehoodofaproductandunderstandinghowthingswork.
• Comfort operating in a fast-moving environment where the answer isn't always obvious and where Product, process and customer needs continue to evolve.
• Experience in HRTech or PeopleTech is an advantage, but not essential. We're equally interested in people coming from other complex SaaS environments who can bring the strategic, technical and commercial foundations we're looking for.

Join Our Village

HiBobisavillagefilledwithincrediblepeople,andwe'reproudofthat.It'saplacewhereBobberscantrulybethemselves.

We’reaboutfun,dreamsandambitionjustasmuchaswe’reaboutprecision,growthandhighperformance.

BecomingaBobbermeansjoiningacompanythatvaluesyouasawholeperson.You'llreceivecompetitivecompensation,benefitsandpre-IPOequity,alongside:

• Cashallowancetoutilisewithinoutbenefitsplatformsothatyoucanmix&matchtosuityou
• Annualvisionallowance
• 25daysannualleave
• AnnualUnmindsubscriptionandwellnessbenefits
• Travelsupport,includingcycleschemeandseasonticketloans
• Hybridworkingfromdayone(2daysperweekatourCoventGardenoffice)
• Work-from-homeallowancetohelpsetupyourhomeoffice
• Temporaryremoteworkingfromanywhereintheworldforuptotwomonthsaftersixmonthsofemployment
• BobBalanceDays,givingyouacompany-widelongweekendatthebeginningofeachquarter
• TwoSocialImpactdaysperyearforvolunteering
• Employeereferralandambassadorprogrammes
• Pensionschemeauto-enrolmentfromdayone
• Companyandteamsocialevents
• Your birthday off, plus a special gift