Senior Customer Success Manager (SMB)

Job Description
About Us
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 4000 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Go Cardless, Happy Socks, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
Come and be you with us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. Come join us.
We're looking for an innovative, customer-driven CSM to join our SMB team. This is not your typical Customer Success role - it's about designing for scale. You'll support hundreds of customers through AI-powered workflows, Agents, automation, and community engagement, replacing traditional 1:1 touchpoints with smart, repeatable systems.
You'll be a key design partner in our digital-first Customer Success methodology. This role is perfect for someone who is highly technical, hands-on, and excited to test, build, and optimize scalable success strategies that create measurable impact.
Job Requirements

• 4+ years of proven experience as a Customer Success Manager in a SaaS environment
• Strong technical acumen and hands-on approach to problem-solving
• Experience with AI tools (e.g., ChatGPT, Gemini) and CS platforms such as ChurnZero, Gong, and Salesforce.
• Track record of managing customers at scale using digital programs and tech-touch engagement
• Excellent communication, project management, and collaboration skills
• Strong analytical skills - curious, data-driven, and proactive in finding smarter ways to deliver success
• Big advantage: Background in HR tech or experience working with HR teams, processes, or systems
• A passion to learn the products' functionality and tech-savviness
• Strong work ethic, integrity, and desire to succeed
• Active listening & consultative approach

Job Responsibilities

• Drive product adoption, retention, and value realization across a large SMB portfolio by building and executing group enablement programs (webinars, workshops, community sessions)
• Design and optimize AI-powered workflows, agents, and automations to scale customer engagement, while continuously evolving our tech-touch playbook through experimentation and innovation
• Use data analytics to identify risk, surface and collaborate on expansion opportunities with Account Managers, and prioritize high-impact 1:1 engagement where needed
• Manage the adoption of a large portfolio of SMB accounts with a focus on enablement at scale (1:many) and value realisation
• Be a hands-on builder-create, test, and optimize digital CS initiatives and flows
• Ability to ideate projects, lead them, and collaborate with others to bring them to life
• Leverage AI tools and automations to streamline workflows and improve efficiency
• Monitor customer usage and adoption to identify risks and proactively engage
• Conduct ad-hoc trainings, business reviews, and product walkthroughs as needed
• Work closely with cross-functional teams (Product, Ops, CX, Marketing, GTM) to improve customer outcomes
• Maintain accurate reporting and forecasts for your book of business
• Partner with Account Managers to identify upsell and cross-sell opportunities

Benefits
Join our village
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Company share options plan
• We have a flexible hybrid working model
• Work from home allowance- to get your home office set up!
• Payment for sick leave from the first day
• 2 Social Impact days per year for volunteering
• Annual Headspace subscription and wellness benefits
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• 10 bis or cibus/wolt- you get to pick!
• Transportation allowance
• Dog-friendly
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Fun company and team social events (locally and virtually with our global teams)
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!