Lead Customer Success Manager

XYZ Venture Capital; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Job summary

HiBob is seeking an experienced Lead Customer Success Manager to join our Enterprise Customer Success team and own a small portfolio of our largest, most strategic customers. In this individual contributor role, you will operate at a senior level with executive stakeholders and internal partners to drive strategy, retention and expansion.

You will coordinate cross-functionally with Product, Support, Sales and Renewals, lead strategic account planning, manage escalations, and coach other CSMs.

Qualifications

• Significant experience in Enterprise CS within a B2B SaaS environment.
• Experience owning complex, high-value enterprise accounts.
• Proven ability to drive retention and growth with strategic stakeholders.

Responsibilities

• Own a small portfolio of HiBob’s most strategic enterprise customers.
• Build trusted relationships with senior and executive stakeholders.
• Lead quarterly and executive business reviews.
• Develop and execute strategic account plans.
• Protect revenue and identify expansion opportunities.
• Manage escalations and resolve complex customer issues.
• Partner with Product, Support, Sales, Renewals and CS leadership.
• Bring the voice of the customer into internal conversations.
• Shape the customer experience for HiBob’s largest accounts.
• Coach and support other CSMs through complex situations.
• Travel to customer meetings and strategic reviews when needed.

Skills

Enterprise CS

Account ownership

Executive comms

Retention & growth

Cross-functional coordination

Account planning

Organisation

Stability

Collaborative culture

Job description

Come and be yourself with us

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that is bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we are waiting with open arms.

About the role

We are looking for an experienced Lead Customer Success Manager to join our Enterprise Customer Success team and own a small portfolio of HiBob’s largest and most complex customers.

This is an individual contributor role, not a people manager position. It sits above the current Senior CSM level and is designed for someone who can operate strategically with enterprise customers, executive stakeholders and internal senior partners. You will typically own around five strategic accounts, with a much smaller book than a standard Enterprise CSM, and you will spend your time on customer strategy, retention, expansion and cross-functional coordination.

Every day will be different. Some conversations will be about growth and opportunity, while others will involve navigating complexity, managing escalations, aligning multiple stakeholders or bringing in the right internal experts to move things forward. If you enjoy working with large customers, solving complicated problems and acting as a trusted advisor, we would love to hear from you. Requirements are often considered a measure of how equipped you are to do the job, but sometimes they are not the only factor. If you do not meet every requirement listed below but believe you would be successful in the role, we would still love to hear from you.

Essential experience

• Significant experience in Enterprise Customer Success within a B2B SaaS environment
• Experience owning complex, high-value customer accounts
• Strong executive stakeholder management and customer communication skills
• Proven ability to drive retention and growth
• Experience coordinating multiple internal teams around customer needs
• Strong account planning and strategic thinking capability
• Good judgement, organisation and follow-through
• A track record of staying and growing in roles over time
• Comfortable working in a collaborative, fast-moving environment

Essential mindset

• Strategic, calm and highly organised
• Curious and willing to dig into complex customer problems
• Confident working with senior stakeholders
• Collaborative and low ego
• Comfortable with ambiguity and changing priorities
• Motivated by customer outcomes, not just task completion
• Strong ownership and accountability
• Able to communicate clearly and simply, even when the situation is complex

Nice to have

• HR technology or HRIS experience
• Experience with Salesforce
• Experience using Asana, Monday.com, Notion or similar tools
• Experience improving processes or ways of working
• Experience coaching peers through complex customer situations
• Exposure to multi-product SaaS environments

• Own a small portfolio of HiBob’s most strategic enterprise customers
• Build trusted relationships with senior and executive stakeholders
• Lead quarterly and executive business reviews
• Develop and execute strategic account plans
• Protect revenue and identify expansion opportunities
• Manage escalations and help resolve complex customer issues
• Partner closely with Product, Support, Sales, Renewals and Customer Success leadership
• Bring the voice of the customer into internal conversations and product feedback loops
• Help shape the customer experience for HiBob’s largest accounts
• Coach and support other Customer Success Managers through complex situations
• Travel to customer meetings and strategic reviews when needed

Why this role matters

You will be working with HiBob’s largest and most strategic customers, where the work is complex, visible and high impact. This role gives a seasoned Customer Success professional the chance to operate at a senior level without moving into people management, while helping shape how HiBob supports its most important accounts.