Manager, Customer Success

Hibob Inc.; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A global SaaS company is seeking a Customer Success Manager to lead a team focused on customer retention and engagement. The role involves mentoring a diverse team, fostering strategic relationships, and utilizing data-driven strategies to meet business goals. Ideal candidates will possess strong negotiation skills, SaaS knowledge, and a customer-centric approach. Benefits include share options, health cash allowance, and hybrid working arrangements.

Benefits

Company share options plan

Cash allowance for health insurance

Annual vision allowance

Travel support

Hybrid working from day 1

Work from home allowance

Temporary remote work from anywhere

Bob balance days

Social Impact days for volunteering

Employee referral program

Pension scheme auto-enrolment

Qualifications

• Proven ability to hire and mentor diverse teams.
• Exceptional relationship-building skills.
• Deep understanding of SaaS products and HR tech.

Responsibilities

• Manage and lead a team of Customer Success Managers.
• Establish relationships with key stakeholders.
• Meet retention and advocacy KPIs.

Skills

Customer success processes

Stakeholder engagement

Negotiation

Data-driven decision-making

SaaS products knowledge

Interpersonal skills

Fluency in English

Tools

Salesforce

Gainsight

Tableau

Slack

Job description

Overview

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple‑digit year‑over‑year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3000 midsize and multinational companies.

Responsibilities

• Manage, mentor, enable and lead a team of CSMs, who are managing a portfolio of accounts with a focus on renewals, expansion and advocacy.
• Build and execute an account‑specific relationship framework inclusive of success plans, Business Reviews, account documentation, reference management.
• Work closely with our customers with the drive to help them achieve their business goals and promote best practice.
• Become a trusted advisor and ambassador of change in our customers' workplace.
• Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing and Sales teams.
• Protect existing revenue streams and identify and drive new opportunities.
• Assess client health and develop strategies to mitigate risks early and prevent churn.
• Meet retention, expansion and advocacy KPIs through data‑driven analysis, planning and execution.
• Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.

Qualifications

• Proven ability to hire, mentor, and develop diverse customer success teams.
• Experience of building and scaling customer success processes and structures.
• Exceptional relationship‑building and stakeholder engagement skills, including C‑suite communication.
• Strong negotiation and conflict‑resolution abilities.
• Deep understanding of SaaS products; HR tech knowledge (e.g., ATS, HRIS, payroll) is a distinct advantage.
• Proficient with analytics tools (e.g., Gainsight, Tableau) for customer health metrics and trend analysis.
• Data‑driven decision‑making to prevent churn and enhance ROI.
• Experience of defining and executing customer success strategies aligned with company goals.
• Skilled at budgeting, resource allocation, and cross‑functional collaboration with product, sales, and marketing.
• Demonstrable experience leading customer success or account management teams in a SaaS environment.
• EMEA market expertise, including region‑specific compliance (e.g., GDPR, labor laws).
• Hands‑on experience with mid‑market to enterprise customers, renewals, and upsells.
• Background in HR platforms and AI/automation implementation.
• Strategic vision with a results‑driven, analytical mindset.
• Strong interpersonal skills for coaching teams and influencing cross‑functional stakeholders.
• Customer‑centric approach with a focus on continuous improvement and innovation.
• Fluency in English; additional EMEA languages (e.g., German, Portuguese) are a plus.
• Familiarity with tools like Salesforce, Gainsight, and collaboration platforms (e.g., Slack).

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.
• If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!