Manager, Enterprise Customer Success

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."
Purpose
To manage, mentor and lead a team of Enterprise CSMs, who are managing a portfolio of accounts with a focus on renewals, expansion and advocacy.
Main Deliverables

• Meet retention, expansion and advocacy KPIs through data-driven analysis, planning and execution.
• Build and execute an account-specific relationship framework.
• Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.

Job Requirements

• 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.

Job Responsibilities

• 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.
• Comfortable using AI and automation tools to improve productivity, account research, customer engagement, and internal documentation.
• 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.
• Familiarity with tools like Salesforce, Gainsight, and collaboration platforms (e.g., Slack, Teams).
• Fluency in English; additional EMEA languages (e.g., German, French, Spanish) are a plus.

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.