Manager, Customer Success

Job title:

Manager, Customer Success

Company

HiBob

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.Our team is growing, and we’re looking for an enthusiastic Customer Experience Specialist to be the first point of contact for our customers. You’ll help ensure every interaction with HiBob is a positive one, contributing to our world-class support team and making a real impact on our customer experience.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 names like Monzo, Happy Socks, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call “Bobbers.”
About the role:
In this role, you’ll oversee a portfolio of accounts, driving renewals, expansion, and advocacy while ensuring our customers achieve their business goals and embrace best practices.
As a trusted advisor and customer advocate, you’ll collaborate across Product, Development, Marketing, and Sales teams to champion customer needs and identify new opportunities for growth. You’ll be responsible for building strong relationships with key stakeholders, creating strategic account plans, and executing a relationship framework that includes success plans, regular status calls, and quarterly business reviews (QBRs).
Your focus will be on protecting existing revenue streams, identifying new growth opportunities, and meeting key performance indicators (KPIs) for retention, expansion, and advocacy. By leveraging data-driven analysis and proactive planning, you’ll assess client health, mitigate risks, and reduce churn.Proven ability to hire, mentor, and develop diverse customer success teams.Experience 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.Data-driven decision-making to reduce churn and enhance ROI.Experience 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 is advantageous.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.Fluency in English; additional EMEA languages (e.g., German, French, Spanish) are a plus.Familiarity with tools like Salesforce, Gainsight, and collaboration platforms (e.g., Slack, Teams).Manage, mentor 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, status calls, QBRs, account documentation, reference managementWork closely with our customers with the drive to help them achieve their business goals and promote best practiceBecome 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 teamsProtect existing revenue streams and identify new opportunities.

Assess client health and develop strategies to mitigate risks and prevent churnMeet retention, expansion and advocacy KPIs through data-driven analysis, planning and executionEstablish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.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 – every employee can eventually become a shareHolderCash allowance for health insuranceAnnual vision allowanceAnnual Headspace subscription and wellness benefitsTravel support (cycle scheme and season ticket loans)Hybrid working from day 1Work 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 quarter2 Social Impact days per year for volunteeringAwesome employee referral program- $2,500 for each successful referral with an additional ambassador programmePension scheme auto-enrolment from day 1Fun company and team social events (locally and virtually with our global teams)We love birthdays – take the day off and receive a special giftIf this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!***Learn about ***BELONGING AT HIBOBOur success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so 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 federal, state or local protected class*(*US only).Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you.We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.

Expected salary

Location

Finsbury, City of London

Job date

Wed, 22 Jan 2025 23:50:37 GMT

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