Strategic Enterprise CSM – Benelux

Mosaic.tech; Amsterdam; On-site; GBP 65,000 - 95,000; Full time

Job summary

HiBob is seeking an experienced Enterprise Customer Success Manager to lead a strategic portfolio of 15–20 Benelux enterprise customers. You will partner with CHROs, CIOs and CFOs, aligning HiBob’s HR SaaS products to business goals, and drive long‑term renewal and expansion outcomes.

You will collaborate with cross‑functional teams including Sales, Product and Support, use data and AI to improve engagement, and manage high‑level executive reviews to ensure continued value realization.

Qualifications

• Considerable experience in Enterprise Customer Success or Strategic SaaS Account Management.
• Proven experience managing large, complex Enterprise customers within a modern B2B SaaS environment.
• Experience managing strategic portfolios of approximately 15-20 high‑touch Enterprise customers or comparable enterprise account ownership.
• Strong commercial acumen with experience supporting or owning renewals, retention, expansion and customer growth.
• Experience using customer health, product usage and engagement data to proactively drive adoption, identify risks and improve customer outcomes.
• Proven ability to build credibility with executive stakeholders including CHROs, CIOs, CFOs and senior business leaders.

Responsibilities

• Own a strategic portfolio of Enterprise customers across the Benelux region, building trusted long‑term partnerships with executive stakeholders.
• Build and execute tailored Success Plans aligned to customer business goals, adoption milestones, product usage and measurable business outcomes.
• Lead Executive Business Reviews (EBRs), strategic planning sessions, adoption workshops and roadmap conversations with senior stakeholders.
• Build multi‑threaded relationships across HR, People, IT, Finance, Procurement and executive leadership to maximise adoption and long‑term customer value.
• Monitor customer health, product usage and engagement data to proactively identify risks, opportunities and customer trends.
• Develop and execute risk mitigation plans that improve customer retention and long‑term success.
• Drive adoption across HiBob's suite of products by aligning platform capabilities to customer business priorities.
• Partner closely with Account Managers and Renewal Managers to support strategic renewal planning and identify value‑led expansion opportunities.
• Represent the voice of the customer internally by collaborating with Product, Engineering, Marketing, Professional Services and Support teams.
• Maintain high‑quality account documentation including stakeholder maps, Success Plans, executive summaries, renewal strategies and risk assessments.
• Leverage AI and customer intelligence tools to improve account preparation, customer engagement, documentation and productivity.

Skills

Enterprise Customer Success

SaaS

Executive stakeholder management

Renewals & expansion

Data-driven

Tools

Gainsight

Totango

Vitally

Planhat

Job description

HiBob is seeking an experienced Enterprise Customer Success Manager to lead a strategic portfolio of 15–20 Benelux enterprise customers. You will partner with CHROs, CIOs and CFOs, aligning HiBob’s HR SaaS products to business goals, and drive long‑term renewal and expansion outcomes.

You will collaborate with cross‑functional teams including Sales, Product and Support, use data and AI to improve engagement, and manage high‑level executive reviews to ensure continued value realization.