Manager of SMB Customer Success, HiBob
Fixed Term Contract
2+ days a week in office
A modern HR platform powering productivity, engagement, and retention
Posted today
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Posted today
2+ days a week in office
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- Success in this role requires a strong analytical mindset, a passion for coaching teams operating in a scaled environment, and the ability to collaborate cross-functionally to continuously improve the SMB customer experience
- Proven experience in leading and managing a team of CSMs, including hiring, coaching and developing individuals
- Experience leading customer success teams with large SMB customer portfolios through digital or tech-touch engagement models in a SaaS environment
- Experience managing a team across different geographies is a plus
- Experience of building and scaling customer success processes and structures
- Hands-on experience with SMB customers
- Customer-centric approach with a focus on continuous improvement and innovation
- Strong ability to interpret customer data and translate insights into scalable strategies
- Strategic vision with a results-driven, analytical mindset
- Strong interpersonal skills for coaching teams and influencing cross-functional stakeholders
- Leverage AI tools in day-to-day workflows and encourage the team to do the same, continuously exploring opportunities to improve internal processes, increase efficiency, and enhance the scalability of the SMB customer success model
- Deep understanding of SaaS products; HR tech knowledge (e.g., ATS, HRIS, payroll) is a distinct advantage
- Proficient with analytic tools (e.g., Gainsight, ChurnZero, Hubspot, Tableau) for customer health metrics and trend analysis
What the job involves
- 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
- The Manager, SMB Customer Success leads a team of Customer Success Managers responsible for driving adoption, retention, and long-term value for a large portfolio of SMB customers
- This role is focused on scalable customer success, enabling a high-impact engagement model that combines automation, data insights, and 1:many enablement programs such as webinars, workshops, and community initiatives, while also supporting targeted 1:1 sessions with customers where needed
- The manager plays a key role in translating customer data and trends into targeted interventions, helping the team prioritise the initiatives that drive the greatest adoption and retention outcomes
- Manage and lead a team of CSMs who are responsible for a high-volume portfolio of accounts, with a focus on adoption, retention, value realisation, and identifying growth opportunities that enhance product stickiness and long-term customer success
- Coach CSMs to operate effectively in a scaled engagement model, helping them prioritise impact, leverage automation, and balance 1:many and targeted 1:few interactions
- Support CSMs in navigating complex customer situations by coaching them through difficult conversations, providing strategic guidance, and participating in customer escalations when appropriate to ensure positive outcomes
- Improve adoption and engagement metrics across SMB customers
- Monitor and drive team performance across key adoption and expansion metrics (GDR and NDR)
- Enable the team to help customers achieve their business goals and adopt best practices
- Execute and continuously optimise the scaled customer success strategy for SMB customers, leveraging automation, digital journeys, group enablement programs, and community engagement to drive adoption and retention and identifying opportunities to increase efficiency, scalability and customer impact
- Analyse customer adoption and health data to identify trends, risks, and opportunities early
- Translate insights and risk signals into targeted interventions such as enablement programs, product education, and automation workflows
- Become the customer advocate in Hibob, collaborating with our Product, Marketing and GTM teams
- Collaborate closely with the Head of SMB Customer Success and other SMB CS Managers to align on strategy, share insights, and continuously improve the team’s approach to driving adoption and retention
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
- Flexible hybrid working model
- Work from home allowance: to get your home office set up how you like it
- Volunteering days: Two days each year to support your community
- Employee referral program paying up to $2,500 for each successful referral
- Work from anywhere: Temporary remote work from anywhere in the world for up to two months (after six months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob Balance Days: A company-wide long weekend at the beginning of each quarter (four additional days of leave)
- Generous annual leave allowance
- Pension scheme or savings plan
- Birthday day off: Take the day off and receive a special gift
- Headspace subscription to help look after your mental health
- Cash allowance for health insurance
- Travel season ticket loan
Company values
- Bring me, win as we: When we come together as a global team, we can build something trailblazing. Every Bobber can show 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 are leading the way in what a functional, flexible, and fun HR platform and mindset looks like.
- We do what we say: We are intentional and take pride in aligning our actions with our words. We deliver today on the promises we made yesterday. We actively use our product and seek to drive best practices.
- Trust and empower each other: Bobbers shine when those around them shine, too. 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: We need to be agile and adapt. With every challenge and experience we go through, we learn, improve, and remain resilient.
Company HQ
London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously SVP of Technology at Kenshoo, VP of IT Business Management at VMware, and VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. He also spent two years at Akamai Technologies as a Senior VP and GM of the Security Division.
People progressing
Joined HiBob in 2021 as SMB Customer Success Manager and grown to lead the Global SMB Account Manager team in the Customer Growth division, driving scalable growth and success with global customers.
Joined the CX team in 2018 and helped build the SMB CSM team as one of its first members. Has progressed through leadership roles and is now Head of SMB Customer Success, driving adoption & retention.
Joined as a Customer Success Manager in 2022 before moving to our Sales Engineering team after 18 months. Has since been promoted to Senior Sales Engineer, supporting our Partnerships team.
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. To achieve this, we are committed to being proactive at all levels, ensuring 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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