Enterprise Customer Success Manager

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.

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.”

A strategic, data-driven CSM role focused on helping large, complex customers realise measurable business value from HiBob, expand adoption across modules and stakeholder groups, and drive retention, advocacy, and growth through proactive success planning.

Build and execute tailored success and account plans aligned to customer business goals, adoption milestones, product usage, stakeholder engagement, and measurable outcomes.

Lead high-impact customer engagements, including Executive Business Reviews, roadmap discussions, adoption workshops, product enablement sessions, and strategic account planning.

Translate customer health, usage, engagement, and risk signals into proactive actions that improve retention, satisfaction, and long-term value.

Partner with Account Managers and Renewal Managers to protect revenue, support strategic renewal planning, and surface expansion potential grounded in customer value.

Maintain strong account documentation, including stakeholder maps, success plans, adoption priorities, risk plans, E  materials, and executive-level account narratives.

Use AI and customer intelligence tools to improve account preparation, identify risks and opportunities, personalised engagement, and scale high-quality customer interactions.

• Own the success strategy for a portfolio of complex customers, building account and success plans around their business objectives, adoption priorities, stakeholder landscape, risks and growth opportunities.
• Build multithreaded relationships across HR, People, IT, Finance and executive stakeholders, understanding different priorities and creating alignment around shared outcomes.
• Lead strategic customer engagements including Executive Business Reviews, success planning sessions, adoption workshops, roadmap discussions and technical deep dives.
• Use customer health, product usage, engagement and commercial data to identify risk and opportunity early, diagnose what's driving it and take proactive action.
• Develop a deep understanding of Bob and your customers' technology environments, partnering with Product, Engineering, Services and Support to navigate integrations, product limitations and complex customer requirements.
• Help customers translate product adoption into measurable business value, building clear narratives around outcomes, ROI and progress against their goals.
• Partner closely with Account Managers and Renewal Managers to protect revenue and build successful renewal and expansion strategies.
• Proactively uncover opportunities for customers to gain additional value from Bob, helping shape the business case for expansion across products, teams and geographies.
• Represent the voice of the customer internally, bringing clear insight to Product and other teams and helping influence how we continue to evolve Bob for larger organisations.
• Maintain a clear strategic view of your portfolio, prioritising your time according to customer health, risk, value and growth potential rather than simply responding to the loudest customer.
• Use AI and customer-intelligence tools to improve account research, identify signals, prepare for customer…