Enterprise Customer Success Manager

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.

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, personalise engagement, and scale high-quality customer interactions.

• Ownthesuccessstrategyforaportfolioofcomplexcustomers,buildingaccountandsuccessplansaroundtheirbusinessobjectives,adoptionpriorities,stakeholderlandscape,risksandgrowthopportunities.
• BuildmultithreadedrelationshipsacrossHR,People,IT,Financeandexecutivestakeholders,understandingdifferentprioritiesandcreatingalignmentaroundsharedoutcomes.
• Leadstrategiccustomerengagementsincluding Executive Business Reviews ,successplanningsessions,adoptionworkshops,roadmapdiscussionsandtechnicaldeepdives.
• Usecustomerhealth,productusage,engagementandcommercialdatatoidentifyriskandopportunityearly,diagnosewhat'sdrivingitandtakeproactiveaction.
• Developadeepunderstandingof Bobandyourcustomers'technologyenvironments,partnering with
  
  Product,Engineering,Services and Supporttonavigateintegrations,productlimitationsandcomplexcustomerrequirements.
• Helpcustomerstranslateproductadoptionintomeasurablebusinessvalue,buildingclearnarrativesaroundoutcomes,ROIandprogressagainsttheirgoals.
• Partnercloselywith Account Manager sand Renewal Managerstoprotectrevenueandbuildsuccessfulrenewalandexpansionstrategies .
• Proactivelyuncoveropportunitiesforcustomerstogainadditionalvaluefrom Bob,helpingshapethebusinesscaseforexpansionacrossproducts,teamsandgeographies.
• Representthevoiceofthecustomerinternally,bringingclearinsightto
  
  Productandotherteamsandhelpinginfluencehowwecontinuetoevolve
  
  Bobforlargerorganisations.
• Maintainaclearstrategicviewofyourportfolio,prioritisingyourtimeaccordingtocustomerhealth,risk,valueandgrowthpotentialratherthansimplyrespondingtotheloudestcustomer.
• Use AI and customer-intelligence tools to improve account research, identify signals, prepare for customer conversations and scale high-quality engagement.

We're less interested in job titles and more interested in the scale, complexity and ownership you've had.

You'll ideally bring:

• Proven Customer Successorstrategic Saa SAccount Managementexperienceinacomplex B2
  
  Bsoftwareenvironment.
• Experiencepersonallyowningstrategiccustomerswithmeaningfulrecurringrevenueresponsibilityandnavigatingcomplex,multi-stakeholderorganisations.
• Strongstrategicaccount-management skills.
  
  Youcandiagnosewhat'shappeningwithinanaccount,decidewhatneedstochangeandbuildaplantoinfluencetheoutcome.
• Experienceworkingwithacomplexsoftwareproduct,includingintegrations,technical requirements,implementationchallengesorproductlimitations,andconfidencepartneringwith
  
  Productandtechnicalteamstofindawayforward.
• Strongcommercialinstinctsandexperiencecontributingdirectlytoretention,renewals,expansionandrevenuegrowth.
• Evidence of proactively identifying growth…