Enterprise 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."
PurposeA strategic, data-driven CSM role focused on helping large, complex customers realise measurable business value from HiBob, expand adoption across modules and stakeholder groups, and drive retention, advocacy, and growth through proactive success planning.
Main Deliverables
Build and execute tailored success and account plans aligned to customer business goals, adoption milestones, product usage, stakeholder engagement, and measurable outcomes.
Lead high-impact customer engagements, including Executive Business Reviews, roadmap discussions, adoption workshops, product enablement sessions, and strategic account planning.
Translate customer health, usage, engagement, and risk signals into proactive actions that improve retention, satisfaction, and long-term value.
Partner with Account Managers and Renewal Managers to protect revenue, support strategic renewal planning, and surface expansion potential grounded in customer value.
Maintain strong account documentation, including stakeholder maps, success plans, adoption priorities, risk plans, EBR materials, and executive-level account narratives.
Use AI and customer intelligence tools to improve account preparation, identify risks and opportunities, personalise engagement, and scale high-quality customer interactions.
Job Requirements

• Deliver a high-touch, strategic relationship management framework for each account.
• Champion adoption across HiBob's suite of modules through multithreaded stakeholder engagement and clear value realization plans.
• Become a trusted advisor, understanding customer goals and positioning HiBob solutions to support business transformation.
• Build relationships across HR, People Ops, IT, Finance, and executive stakeholders to drive alignment, adoption, and long-term value.
• Represent the voice of the customer internally by partnering with Product, Sales, Marketing, Services, Support, and Development teams.
• Identify and act on growth opportunities, supporting deal strategy with Account Managers.
• Lead high-impact customer conversations including regular planning calls, Executive Business Reviews, and technical deep dives.
• Assess customer health through data-driven insights and design proactive engagement strategies.
• Promote advocacy and long-term success through strategic alignment and value delivery.

Job Responsibilities

• 3-5 years of experience in Customer Success or SaaS Account Management, managing large, complex accounts with revenue responsibility.
• Experience using customer health, product usage, and engagement data to prioritise actions and drive measurable adoption outcomes.
• Strong ability to connect product capabilities to customer business goals, HR transformation priorities, and executive-level value narratives.
• Comfortable using AI and automation tools to improve productivity, account research, customer engagement, and internal documentation.
• Experience building multithreaded relationships across various levels and functions within client organisations.
• Strong commercial acumen and experience supporting upsell and renewal strategy.
• Experience delivering adoption plans across multiple software modules and guiding technical enablement.
• Excellent communication and presentation skills, with confidence in engaging senior stakeholders.
• Familiarity with CRM, customer success platforms and project management tools.
• Experience working in complex, multi stakeholder SaaS environments is essential; HR tech experience is an advantage.
• Tech-savvy with a passion for product learning.
• Adaptable and driven, thriving in a fast-paced, high-growth environment.
• Fluent in English.

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.