Customer Success Manager, HiBob
SMB
+ Pre-IPO equity
2+ days a week in office
HR platform powering productivity, engagement, and retention.
Job no longer available
HR platform powering productivity, engagement, and retention.
1001+ employees
Job no longer available
+ Pre-IPO equity
2+ days a week in office
1001+ employees
Company mission
To help the companies that are changing the world, change for the better themselves.
Role
Who you are
- Previous CSM experience in SaaS
- Experience of using AI Tools such as Chat GPT, Gemini or similar
- Comfort with exploring and applying AI insights and automation tools to drive smarter customer decisions
- Experience in managing customers at scale through digital programs, automation, and tech-enabled touch points
- Desire to work in a global, fast-paced scale up environment
- A proven ability to prioritise and execute
- A track record in achieving and exceeding KPIs and targets
- A passion to learn the products’ functionality, and tech-savviness
- Strong work ethic, integrity, and desire to succeed
- Active listening & consultative approach
- A passion to work collaboratively within your team and with other relevant teams
- Experience with SalesForce, Gong, ChurnZero, Zendesk, Tableau or similar tools
- We are particularly interested in candidates with HR or HRM background
What the job involves
- The Customer Success Manager (CSM) – SMB plays a key role in driving successful adoption and long-term engagement for our small-to-medium business customers
- This role is uniquely focused on scalable, tech-touch engagement, enabling customers to realise value from Bob through automation, community enablement, and proactive group-led initiatives — rather than traditional 1:1 interactions
- With a strong 1:Many mindset, the CSM is responsible for creating repeatable, automated, and data-driven workflows that support multiple customers efficiently
- This is a role that leverages AI-driven communication tools, success automations, and innovative workflows to deliver impact at scale and mitigate risk
- Manage the adoption of a large portfolio of SMB accounts with a focus on enablement at scale (1:many) and value realisation
- Host 1: Many enablement programs, including webinars, workshops, and community engagement
- Lead, promote and facilitate community engagement by sharing best practices and encouraging peer discussions
- Leverage AI tools for efficient and scalable customer communication
- Optimise and make sure the client is using bob according to our best practices and is getting value from bob
- Establish and maintain relationships with our customers’ key stakeholders to promote internal advocacy
- Ad-hoc business reviews, training, check-in calls, and feature implementation
- Analyse adoption data, identify risks proactively, and action workflows from these insights in order to mitigate risk
- Keep accurate reporting to ensure correct forecasting
- Ability to ideate projects, lead them, and collaborate with others to bring them to life
- Work closely with Account Managers to surface expansion opportunities based on customer needs
- Become the internal customer advocate in HiBob, collaborating cross-functionally with our Product, Operations, Marketing, and GTM teams
Salary benchmarks
Our take
Developing and maintaining talent is a big challenge for companies that are scaling quickly. Hibob are trying to be one of the solutions.
There are an increasing number of startups attracting huge amount of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services is big and growing.
Hibob have attracted high profile customers like Monzo, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's recent acquisition of Cassiopeia - a Workplace Relationships Analytics Startup, will afford companies better insights to improve team communications and support flexible work models. Together, they wish to offer thousands of companies the tools they need to maximize the employee experience in our increasingly digital world.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2024
$150m
SERIES E
Sep 2023
$150m
LATE VC
Total funding: $715m
Company benefits
- Company share options plan
- We have a flexible hybrid working model
- Work from home allowance: to get your home office set up!
- 2 Social Impact days per year for volunteering
- Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Company values
- Bring me, win as we - It's about every Bobber showing up as their authentic self, strengthening the connections in our village, and having an exponential impact
- Build the exceptional - Everyone contributes to building the exceptional at HiBob
- We do what we say - We align our actions with our words
- Trust and empower each other - We hire smart people who have the freedom to do their jobs in the best possible way
- Interact with transparency and openness - Information is a resource to be shared, not a resource to be guarded
- Grow through what we go through - With every challenge and experience we go through, we will learn, improve and remain resilient
Company HQ
Farringdon, London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously an SVP of Technology at Kenshoo, a VP of IT Business Management at VMware, and a VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. They also spent 2 years at Akamai Technologies as a Senior VP and GM of the Security Division.
People progressing
Albin joined HiBob in 2020 as a Business Development Manager for the Nordics. Since then they have held multiple roles and now serve as the Sales Director for Northeastern US & Canada.
Diversity, Equity & Inclusion 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).
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