Customer Success Manager, London

Customer Success Manager

New Today

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 3000 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively.

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.

About You

We are looking for an experienced, energetic and positive Customer Success Manager. You will have great interpersonal skills as well as a strong bias towards excellent client service. You will be analytical and have great organisational skills. You will have experience in customer success in a tech/SaaS-based business.

Learn more about the CS Department in the following link.

Job Requirements

Requirements:

B2B SaaS CSM experience, owning an EU book of business with targets on net retention.
Experience working in B2B (client-facing) role
Fluent in English
A passion to learn the products’ functionality, and you’re tech-savvy
A desire to work in a fast-paced startup environment
A strong work ethic, integrity and desire to succeed
Executive project management skills and able to communicate effectively across the C-suite
Experience working with Salesforce & Web-based technologies
Experience with SFDC, Asana and/or ChurnZero is advantageous
An HR or HRM background is advantageous

Job Responsibilities

Responsibilities:

Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions
Work to understand the HR objectives our clients have and how they contribute to the wider business goals. Work to become a trusted advisor within the account to tailor use cases and develop success plans to achieve desired outcomes.
Manage a portfolio of accounts with a focus on adoption and usage.
Work closely with our customers various stakeholders with the drive to help them change their workplace and achieve their individual and business goals
Become the customer advocate in HiBob, collaborating with our Product, Development, Marketing and Sales teams
Protect existing revenue streams, identify opportunities and risks.
Assess client health and develop strategies to mitigate churn
Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution
Provide ongoing product enablement for customers across product catalogue
Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.
Stay up to date with evolving HR industry trends, compliance changes, and emerging technologies to proactively guide clients and ensure the platform aligns with modern workforce needs.
Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value
Proven ability to leverage AI and automation in developing scalable success strategies that enhance efficiency and business impact.
Experience applying AI-driven insights and automation to improve customer engagement, personalize experiences, and deliver measurable value.

Job Benefits

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 shareHolder
Cash allowance for health insurance
Annual vision allowance
Annual Headspace 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!

***Learn about HiBob's hybrid working model ***

BELONGING AT HIBOB
Our 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.

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Location:: London
Job Type:: FullTime

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