Manager, Customer Success

XYZ Venture Capital; United Kingdom; Remote; GBP 120,000 - 180,000; Full time

Job summary

HiBob is seeking a senior leader in Customer Success to mentor and scale a CSM team across EMEA, driving renewals, expansions, and advocacy. You will partner with product, sales and marketing to align CS strategies with company goals and ensure customer success at scale.

Ideal candidates bring deep SaaS, HR tech knowledge, hands-on management of mid-market to enterprise clients, and proficiency with CS tools like Gainsight and Salesforce. English fluency and GDPR know-how are essential.

Qualifications

• Proven ability to hire, mentor, and develop customer success teams.
• Experience building and scaling customer success processes and structures.
• Strong relationship-building and stakeholder engagement, including C-suite communication.
• EMEA market expertise with GDPR and labor law knowledge.
• Hands-on with mid-market to enterprise accounts, renewals and upsells.

Responsibilities

• Manage, mentor, enable and lead a team of CSMs, focused on renewals and expansions.
• Build and execute an account-specific relationship framework including success plans and reviews.
• Collaborate with customers to help achieve business goals and promote best practices.
• Be a trusted advisor and ambassador of change in our customers’ workplace.
• Protect existing revenue streams and identify new opportunities.
• Meet retention, expansion and advocacy KPIs through data-driven planning and execution.
• Establish relationships with stakeholders and drive strategic account planning.

Skills

Team leadership

CS leadership

EMEA knowledge

Forecasting & renewals

Cross-functional collab

Gainsight experience

Salesforce familiarity

English fluency

Tools

Salesforce

Gainsight

Slack

Teams

Job description

About Us
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.

• 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).

• 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.