Customer Community Manager, HiBob
+ Share Options Plan
Personal development platform for employees
Posted today
Personal development platform for employees
501-1000 employees
Posted today
+ Share Options Plan
501-1000 employees
Company mission
To help the companies that are changing the world, change for the better themselves.
Role
Who you are
- 3+ years of community management experience, preferably in B2B SaaS with a focus on customer success at scale
- Proven success designing and executing scaled engagement strategies that drive product adoption, customer enablement, and advocacy
- Experience segmenting audiences and delivering personalized community programs for different customer sizes and user roles
- Strong project management, stakeholder alignment, and cross-functional leadership experience (across CS, Product, Marketing)
- Familiarity with community platforms and CRM systems such as Gainsight, Salesforce, Zendesk, and digital engagement tools
- Analytical and results-driven; able to track success metrics, iterate programs, and clearly articulate impact
- Bring a strategic mindset with experience translating community engagement into business impact across CS, Product, and Marketing
- Have a strong understanding of scaled customer success models, how community fits into digital-first customer journeys, and are AI-savvy
- Are motivated by growing programs and creating personalized experiences across segments and personas
- Are proactive and iterative, comfortable building structure/strategy in ambiguity and working cross-functionally in a fast-paced environment
- Have excellent communication and analytical skills, with a track record of driving adoption and feedback via digital programs
What the job involves
- HiBob is looking for a strategic, technical, and hands-on Customer Community Manager to lead the next stage of our digital customer community
- This role is central to our scaled customer success and marketing strategy, serving as a key product specialist to operationalize education, onboarding, and self-service at scale through our customer community platform
- Reporting into Customer Marketing, you’ll bridge Product, CS/CX, and Marketing to design and scale technical programs that empower customers to adopt, configure, and get the most out of the Bob platform
- Your work will focus on embedding the community into the customer lifecycle to drive efficiency, improve time to value, reduce inbound support volume through ticket deflection, and surface insights that inform product strategy
- You’ll collaborate closely with Product, Customer Success, Enablement, and CX teams to align on success milestones, build targeted experiences by persona and segment, and ensure the community delivers scalable customer value across onboarding, support, and product education
- Own product engagement and feedback loops through digital community
- Lead product-focused community communications, including release notes, roadmap previews, feature spotlight threads, and product-specific AMAs
- Manage beta programs and feedback workflows in collaboration with Product to capture early insights and validate new features through the community
- Own digital feedback loops that turn community input into actionable product insights
- Monitor product usage discussions and community behavior to surface trends that inform roadmap, support content, and CX priorities
- Reduce ticket volumes through proactive identification of recurring product issues and support themes, addressing them via community content
- Drive scaled customer success via community programs
- Partner with CS, CX, PS, and Solutions Architects to design and embed scalable, product-focused community programs that support onboarding, education, and long-term adoption—driving measurable outcomes tracked through adoption, retention, and customer health KPIs
- Build and integrate product-focused engagement strategies by segment (SMB, MM, ENT) and persona (HR users, finance users, payroll users), into the broader customer journey
- Own structured, product-aligned programs such as the Customer Advisory Board, Advisory Partners Hub, and user groups, designed to gather strategic input, validate feature development, and deepen platform knowledge across partners and cohorts
- Coordinate with Product Enablement and CS to ensure the community complements the help center, technical documentation, and knowledge base
- Identify upsell signals and support AI system integration to implement engagement triggers informing upsell workflows
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
- Annual Headspace subscription and wellness benefits
- 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.
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