Enterprise Customer Success Manager
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers everything they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, backed by our amazing team of Bobbers from across the globe, making us the choice HRIS for thousands of companies.
Our platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe rely on Bob to create better work experiences for their people.
Come and be you with us
Being a Bobber is all about being yourself. We want you to bring all parts of yourself to work, giving you the freedom and confidence to do your best work. Whether you're precise, bold, curious, funny, thoughtful, ambitious, or anything in between, we're waiting with open arms.
About the role
We're looking for an Enterprise Customer Success Manager to join our growing Enterprise Customer Success team in London.
This is a high-ownership role working with some of our largest and most complex customers. You'll be responsible for building strategic partnerships, helping customers realise measurable value from HiBob, driving adoption and retention, and identifying opportunities for long-term growth.
Our Enterprise CSMs aren't simply relationship managers. You will be a key point of accountability for the customer relationship and commercial health of your accounts, working closely with Account Management, Renewals, Product, Support and other teams to make sure customers are successful.
You'll manage a strategic portfolio of approximately 15–20 Enterprise customers, with significant ownership of account strategy, customer outcomes, risk, renewals and growth. We're looking for someone who is comfortable operating with senior stakeholders, navigating complexity and taking action when an account needs a different approach.
This is an opportunity to join an Enterprise function that is growing significantly and help shape what great Enterprise Customer Success looks like at HiBob.
What you'll do
- Own a portfolio of strategic Enterprise customers, building trusted relationships across multiple stakeholders and levels of the organisation.
- Develop account and success plans that connect HiBob's solutions to customer priorities, measurable outcomes and longer-term business goals.
- Lead Executive Business Reviews, strategic account conversations and regular value-realisation discussions with senior customer stakeholders.
- Drive adoption across HiBob's multi-product platform, identifying opportunities to increase value and extend usage across teams and functions.
- Own customer health, risk and retention strategy, identifying potential issues early and taking decisive action to address them.
- Play a central role in renewal strategy, working closely with Account Management and Renewals to ensure commercial conversations are timely, well positioned and successful.
- Identify and qualify expansion opportunities through a deep understanding of the customer's business, priorities, product usage and future needs.
- Build competitive and stakeholder insight when accounts are at risk, adapting your strategy quickly rather than relying on a standard customer cadence.
- Mobilise the right internal stakeholders across Product, Support, Services, Sales and other teams to resolve complex customer challenges and deliver outcomes.
- Act as the voice of the customer internally, bringing clear insight and evidence back into product and business decisions.
- Use customer data, health signals and business outcomes to prioritise your time and make informed decisions across your portfolio.
- Contribute to the continued development of our Enterprise Customer Success approach, sharing best practice and helping raise the bar across the team.
What you'll bring
- Significant experience in Enterprise Customer Success, Strategic Account Management or a closely related post-sale role within B2B SaaS.
- Proven experience independently managing a substantial Enterprise portfolio, ideally with a concentrated book of larger, complex accounts.
- Experience owning customer outcomes across adoption, value realisation, retention and renewal, rather than focusing solely on relationship management.
- Strong commercial understanding, with experience contributing meaningfully to renewals, expansion, upsell or cross-sell.
- A track record of working with senior and executive stakeholders, building multi-threaded relationships and influencing decision-makers.
- Strong strategic account planning skills and the ability to turn customer objectives into clear actions, priorities and measurable outcomes.
- The judgement to recognise when an account strategy is no longer working and change direction quickly.
- Excellent communication skills, with the confidence to challenge customers and internal stakeholders constructively.
- A highly collaborative approach and experience coordinating multiple cross-functional teams around complex customer needs.
- Ability to operate with ownership, autonomy and accountability in a fast-moving environment.
- A data-informed approach to customer health, risk, retention and growth.
- Curiosity about technology and the ability to become credible in a complex, evolving product environment.
Nice to have
- Experience in HR technology, HRIS, payroll, employee experience or adjacent B2B SaaS categories.
- Experience managing multi-product SaaS platforms and expanding adoption across different customer functions.
- Experience in a high-growth or scale-up environment.
- Experience using customer success platforms such as Gainsight, Salesforce or similar.
- Experience building or improving Enterprise Customer Success processes, playbooks or operating models.
Why join this team?
- Work with some of HiBob's largest and most strategically important customers.
- Join a growing Enterprise Customer Success function where you can help define and improve what great looks like.
- Have broad ownership across customer strategy, adoption, retention and growth.
- Work closely with senior stakeholders across Customer Success, Sales, Product, Support and other teams.
- Develop your career within a growing global SaaS business, with opportunities to progress into Principal and leadership paths.
- Be part of a company continuing to invest in its product, Enterprise business and long-term growth.
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 - about fun, dreams, and ambition just as much as precision, growth, and high performance.
Becoming a Bobber means you’ll receive:
- Competitive compensation and a company share-options plan.
- Wellness & Benefit allowance to spend on what matters to you.
- A hybrid-working model from day one (2 days per week in Covent Garden office).
- A work-from-home allowance to set up your home office.
- Two Social Impact days each year for volunteering.
- An employee referral programme.
- Temporary remote working from anywhere in the world for up to two months.
- 4 Bob Balance Days - an additional day off each quarter + your birthday off!
- Fun company and team social events, locally and virtually with our global teams.
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 building a workforce that 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 or ethnicity, colour, national origin, religion, pregnancy, marital status, sexual orientation, gender identity or expression, age, disability, genetic information, military service, veteran status, or any other protected characteristic.
Please contact [email protected] if you’d like to discuss any adjustments to our process. We want you to bring the best of you.