Enterprise Customer Success Manager

XYZ Venture Capital; United Kingdom; On-site; GBP 70,000 - 110,000; Full time

Job summary

HiBob is seeking a strategic Customer Success Manager to drive value for large, complex customers. You will lead executive reviews, adoption planning and cross-functional collaboration to expand product usage and protect revenue.

A data-driven approach and strong stakeholder management are essential in this fast-growing HR tech environment. You will partner with sales, product and support teams to deliver measurable outcomes, align with customer objectives and drive long-term retention and

Qualifications

• Proven Customer Success or strategic SaaS account management in complex B2B software.
• Experience owning strategic customers with meaningful recurring revenue and multi-stakeholder governance.
• Strong account-management skills to diagnose issues and influence outcomes.
• Experience with a complex software product, including integrations and implementation challenges.
• Commercial focus with track record of retention, renewals and expansion.

Responsibilities

• Own the success strategy for a portfolio of complex customers with tailored plans.
• Lead executive business reviews, roadmaps, adoption workshops and strategic account planning.
• Translate health, usage and risk signals into proactive actions to improve retention and value.
• Collaborate with Account Managers and Renewal Managers to protect revenue and surface expansion.
• Maintain stakeholder maps, success plans and risk management materials.
• Leverage AI and customer intelligence to prepare for engagements and scale quality interactions.

Skills

Strategic thinking

Stakeholder management

Executive communications

Data-driven decision making

SaaS account management

Retention and growth focus

Opportunity identification

Cross-functional collaboration

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, personalised engagement, and scale high-quality customer interactions.

• Own the success strategy for a portfolio of complex customers, building account and success plans around their business objectives, adoption priorities, stakeholder landscape, risks and growth opportunities.
• Build multithreaded relationships across HR, People, IT, Finance and executive stakeholders, understanding different priorities and creating alignment around shared outcomes.
• Lead strategic customer engagements including Executive Business Reviews, success planning sessions, adoption workshops, roadmap discussions and technical deep dives.
• Use customer health, product usage, engagement and commercial data to identify risk and opportunity early, diagnose what's driving it and take proactive action.
• Develop a deep understanding of Bob and your customers' technology environments, partnering with Product, Engineering, Services and Support to navigate integrations, product limitations and complex customer requirements.
• Help customers translate product adoption into measurable business value, building clear narratives around outcomes, ROI and progress against their goals.
• Partner closely with Account Managers and Renewal Managers to protect revenue and build successful renewal and expansion strategies.
• Proactively uncover opportunities for customers to gain additional value from Bob, helping shape the business case for expansion across products, teams and geographies.
• Represent the voice of the customer internally, bringing clear insight to Product and other teams and helping influence how we continue to evolve Bob for larger organisations.
• Maintain a clear strategic view of your portfolio, prioritising your time according to customer health, risk, value and growth potential rather than simply responding to the loudest customer.
• Use AI and customer-intelligence tools to improve account research, identify signals, prepare for customer conversations and scale high-quality engagement.

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

• Proven Customer Success or strategic SaaS Account Management experience in a complex B2B software environment.
• Experience personally owning strategic customers with meaningful recurring revenue responsibility and navigating complex, multi-stakeholder organisations.
• Strong strategic account-management skills. You can diagnose what's happening within an account, decide what needs to change and build a plan to influence the outcome.
• Experience working with a complex software product, including integrations, technical requirements, implementation challenges or product limitations, and confidence partnering with Product and technical teams to find a way forward.
• Strong commercial instincts and experience contributing directly to retention, renewals, expansion and revenue growth.
• Evidence of proactively identifying growth opportunities rather than waiting for customers or Sales to surface them.
• Experience building relationships across multiple functions and seniority levels, with the confidence to influence and challenge senior stakeholders when required.
• A data driven approach to Customer Success, using adoption, usage, health and commercial signals to prioritise activity and measure customer value.
• The ability to connect product capabilities to customer business objectives and communicate value in clear, commercially relevant terms.
• Excellent communication and presentation skills. You're able to make complex topics simple, adapt to different audiences and communicate clearly and concisely with executives.
• Strong ownership and judgement. You're comfortable making decisions, prioritising competing customer needs and being accountable for outcomes.
• Curiosity and technical aptitude. You don't need to be an engineer, but you enjoy getting under the hood of a product and understanding how things work.
• 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.