Customer Success Manager, HiBob
German Speaker, DACH
+ Company options plan
1-5 days a week in office (Covent Garden, London)
A modern HR platform powering productivity, engagement, and retention
Posted today
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Posted today
+ Company options plan
1-5 days a week in office (Covent Garden, London)
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- Proven SaaS Account Management or Customer Success experience, ideally owning a Mid-Market B2B SaaS portfolio with meaningful recurring revenue responsibility
- Experience managing a portfolio across adoption, value realisation, retention, risk and growth
- Experience working in a B2B client-facing role
- Fluent German and English, with the ability to confidently lead customer, QBR and senior stakeholder conversations in both languages
- Strong commercial awareness and experience working towards retention, renewal and/or expansion targets
- Experience building trusted relationships with multiple stakeholders, including senior and C-suite contacts
- Ability to prioritise effectively across a sizeable portfolio, balancing strategic high-touch relationships with scalable customer engagement
- A passion for learning product functionality and confidence working with technology
- Curiosity and practical experience using AI tools to improve productivity, streamline workflows, uncover insights and scale impact
- A desire to work in a fast-paced scale-up environment
- A strong work ethic, integrity and desire to succeed
- Strong project management skills and the ability to coordinate multiple internal and external stakeholders
- Experience working with Salesforce and web-based technologies
- Experience with SFDC, Asana and/or ChurnZero is advantageous
- An HR or HR-tech background is advantageous
What the job involves
- We're continuing to grow our Customer Success organisation and are looking for a German-speaking Customer Success Manager based in London to own and develop a portfolio of our Mid-Market customers across the DACH region
- This is a commercially focused Customer Success role with meaningful account ownership
- You'll typically manage a portfolio of around 50 Mid-Market customers representing approximately £4–5m in ARR, balancing strategic, high-touch customer engagement with effective portfolio management at scale
- You'll be the strategic point of contact for your customers, helping them maximise the value they get from Bob, drive adoption and engagement, manage risk and support long-term retention and growth
- You'll work closely with Account Managers, Renewal Managers and other internal specialists to bring the right people together around each customer's needs
- Own and strategically manage a portfolio of around 50 Mid-Market DACH customers / approximately £4–5m ARR
- Build and execute account-specific relationship frameworks, including regularly scheduled status calls, quarterly business reviews, account documentation and success planning sessions
- Drive product adoption, engagement and measurable value realisation across your customer portfolio
- Build trusted relationships with customers and understand their business and HR objectives
- Protect and retain existing revenue while proactively identifying customer risk and opportunities for expansion
- Work closely with the wider account team to orchestrate the right strategy and resources for each customer
- Take ownership of a Mid-Market DACH portfolio of approximately 50 customers / £4–5m ARR, prioritising your time and engagement according to customer value, opportunity, health and risk
- Build and execute account-specific relationship frameworks including regular status calls, quarterly business reviews, account documentation and success planning sessions
- Understand the HR objectives of our customers and how these contribute to their wider business goals
- Become a trusted advisor within your accounts, tailoring use cases and developing success plans to achieve desired customer outcomes
- Help customers maximise value from Bob through strong product adoption, engagement and measurable business impact
- Build and maintain relationships across multiple customer stakeholders, from day-to-day users and administrators through to senior and C-suite leaders
- Act as the customer advocate within HiBob, collaborating closely with Product, Development, Marketing, Sales and other post-sales teams
- Work closely with Account Managers, Renewal Managers and other internal specialists to orchestrate the right support and strategy for each customer
- Protect existing revenue streams while identifying risks and opportunities for growth
- Assess customer health and develop proactive strategies to mitigate churn
- Meet gross and net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution
- Identify and qualify expansion opportunities within your portfolio, partnering with the wider commercial team to support account growth
- Provide ongoing product enablement across HiBob's product catalogue
- Establish and maintain relationships with key stakeholders, lead strategic account planning and develop internal customer advocacy
- Stay up to date with evolving HR industry trends, compliance changes and emerging technologies to proactively guide customers and ensure the platform continues to align with modern workforce needs
- Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value
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 amounts of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services, whilst already large, is growing.
Hibob has attracted high-profile customers like Fulham FC, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's 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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