Customer Success Manager

Job Description
Come and be yourself with us!
Being a Bobber means bringing your whole self to work - whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.
About Us
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including Fulham FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees - who we affectionately call "Bobbers."
Main Deliverables

• Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions.
• Manage a portfolio of accounts with a focus on renewal and expansion.
• Work closely with our customers with the drive to help them change their workplace and achieve their business goals

Job Requirements

• SaaS Account Management or CSM experience, owning an EU book of business with targets on net retention.
• Experience working in B2B (client-facing) role
• Fluent in English
• A passion to learn the products' functionality, and you're tech-savvy
• You demonstrate curiosity and practical experience in using AI tools to improve productivity, streamline workflows, uncover insights, and scale impact.
• A desire to work in a fast-paced scale up environment
• A strong work ethic, integrity and desire to succeed
• Executive project management skills and able to communicate effectively across the C-suite
• Experience working with Salesforce & Web-based technologies
• Experience with SFDC, Asana and/or ChurnZero is advantageous
• An HR or HRM background is advantageous

Job Responsibilities

• Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions
• Work to understand the HR objectives our clients have and how they contribute to the wider business goals. Work to become a trusted advisor within the account to tailor use cases and develop success plans to achieve desired outcomes.
• Manage a portfolio of accounts, partnering with customers to maximise value realisation through strong adoption, engagement, and business impact.
• Work closely with our customers various stakeholders with the drive to help them change their workplace and achieve their individual and business goals
• Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing and Sales teams
• Protect existing revenue streams, identify opportunities and risks.
• Assess client health and develop strategies to mitigate churn
• Meet gross and net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution
• Provide ongoing product enablement for customers across product catalogue
• Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.
• Stay up to date with evolving HR industry trends, compliance changes, and emerging technologies to proactively guide clients and ensure the platform aligns with modern workforce needs.
• Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value

Benefits
HiBob is a village filled with incredible people, and we're proud of that. It's a place where Bobbers can truly be themselves. We're about fun, dreams, and ambition just as much as we're about precision, growth, and high performance.
Becoming a Bobber means joining a company that values you as a whole person. You'll receive competitive compensation, benefits, and pre-IPO equity - alongside all of this:

• Cash allowance for health insurance
• Annual vision allowance
• 25 days annual leave
• 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

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
Belonging at HiBob
Our success depends on our people, and we want HiBob to be a workplace where everyone feels a sense of belonging and can thrive. 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 protected class.
Please contact us at [email protected] if you'd like to discuss any adjustments to our process. We want you to bring the best of you.