Strategic Enterprise CSM for HRTech & Growth

Mosaic.tech; 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

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