Manager, Customer Success

HiBob; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Company share options

Hybrid working from day 1

Wellbeing allowance

Annual vision allowance

Annual UnMind subscription

Job summary

HiBob is seeking a Senior Customer Success Leader to scale our global CS function from mid-market to enterprise. You will mentor and grow diverse teams, design scalable CS processes, and partner with product, sales and marketing to protect and expand ARR.

You will own customer health through data-driven strategies, including risk mitigation and ROI optimization, in a fast-growing SaaS environment. Based in the UK or remote, you’ll lead EMEA-focused initiatives, align with GDPR and regional

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, French, Spanish) are a plus.
• Familiarity with tools like Salesforce, Gainsight, and collaboration platforms (e.g., Slack, Teams).

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.

Skills

Hiring & mentoring

CS processes

Stakeholder management

Negotiation

Data-driven decisions

CS strategy

Budgeting

Cross-functional

CS leadership

EMEA expertise

Upsells & renewals

HR tech & AI

Tools

Gainsight

Tableau

Salesforce

Slack

Teams

Job description

Job Description

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.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Come and be you 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’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

Job Requirements

• 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, French, Spanish) are a plus.


• Familiarity with tools like Salesforce, Gainsight, and collaboration platforms (e.g., Slack, Teams).

Job 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.

Job Benefits

HiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder


• Wellbeing allowance for private medical, dental etc.


• Annual vision allowance


• Annual UnMind 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

Learn about HiBob’s hybrid working model

BELONGING AT HIBOB

Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.

We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can [e-mail] or speak to the recruiter when they arrange a call with you.

We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.