Customer Success Manager, HiBob
Small and Medium Businesses
+ Company share options plan
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 share options plan
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- Previous CSM experience in SaaS
- Experience in managing a large book of SMB clients (minimum of 100 customers)
- Experience in managing customers at scale through digital programs, automation, and tech-enabled touch points
- 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
- 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 focused on scalable, tech-touch engagement, enabling customers to realise value from Bob through automation, community enablement, and proactive group-led initiatives in addition to 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 prevent 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
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
Employee endorsements
Opportunities to learn
"When you first join you are put on a series of courses to learn, learn the culture, the product, how we interact with different departments and then..."
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).
Share this job
View 20 more jobs at HiBob