Lead Customer Success Manager, HiBob
+ Quarterly variable pay + Pre-IPO share options
More information about location
2+ 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
+ Quarterly variable pay + Pre-IPO share options
More information about location
2+ 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
- If you enjoy working with large customers, solving complicated problems and acting as a trusted advisor, we would love to hear from you
- Significant experience in Enterprise Customer Success within a B2B SaaS environment
- Experience owning complex, high-value customer accounts
- Strong executive stakeholder management and customer communication skills
- Proven ability to drive retention and growth
- Experience coordinating multiple internal teams around customer needs
- Strong account planning and strategic thinking capability
- Good judgement, organisation and follow-through
- A track record of staying and growing in roles over time
- Comfortable working in a collaborative, fast-moving environment
- Strategic, calm and highly organised
- Curious and willing to dig into complex customer problems
- Confident working with senior stakeholders
- Collaborative and low ego
- Comfortable with ambiguity and changing priorities
- Motivated by customer outcomes, not just task completion
- Strong ownership and accountability
- Able to communicate clearly and simply, even when the situation is complex
- Requirements are often considered a measure of how equipped you are to do the job, but sometimes they are not the only factor. If you do not meet every requirement listed but believe you would be successful in the role, we would still love to hear from you
Desirable
- HR technology or HRIS experience
- Experience with Salesforce
- Experience using Asana, Monday.com, Notion or similar tools
- Experience improving processes or ways of working
- Experience coaching peers through complex customer situations
- Exposure to multi-product SaaS environments
What the job involves
- We are looking for an experienced Lead Customer Success Manager to join our Enterprise Customer Success team and own a small portfolio of HiBob’s largest and most complex customers
- This is an individual contributor role, not a people manager position. It sits above the current Senior CSM level and is designed for someone who can operate strategically with enterprise customers, executive stakeholders and internal senior partners
- You will typically own around five strategic accounts, with a much smaller book than a standard Enterprise CSM, and you will spend your time on customer strategy, retention, expansion and cross-functional coordination
- Every day will be different. Some conversations will be about growth and opportunity, while others will involve navigating complexity, managing escalations, aligning multiple stakeholders or bringing in the right internal experts to move things forward
- Own a small portfolio of HiBob’s most strategic enterprise customers
- Build trusted relationships with senior and executive stakeholders
- Lead quarterly and executive business reviews
- Develop and execute strategic account plans
- Protect revenue and identify expansion opportunities
- Manage escalations and help resolve complex customer issues
- Partner closely with Product, Support, Sales, Renewals and Customer Success leadership
- Bring the voice of the customer into internal conversations and product feedback loops
- Help shape the customer experience for HiBob’s largest accounts
- Coach and support other Customer Success Managers through complex situations
- Travel to customer meetings and strategic reviews when needed
- You will be working with HiBob’s largest and most strategic customers, where the work is complex, visible and high impact
- This role gives a seasoned Customer Success professional the chance to operate at a senior level without moving into people management, while helping shape how HiBob supports its most important accounts
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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