Enterprise Customer Success Manager

Customer Success Manager

Come and be yourself with us!

Being a Bobber means bringing your whole self to work - whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.

About Us

HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including Fulham FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees - who we affectionately call “Bobbers.”

Purpose

A strategic, data-driven CSM role focused on helping large, complex customers realise measurable business value from HiBob, expand adoption across modules and stakeholder groups, and drive retention, advocacy, and growth through proactive success planning.

Main Deliverables

Build and execute tailored success and account plans aligned to customer business goals, adoption milestones, product usage, stakeholder engagement, and measurable outcomes.

Lead high-impact customer engagements, including Executive Business Reviews, roadmap discussions, adoption workshops, product enablement sessions, and strategic account planning.

Translate customer health, usage, engagement, and risk signals into proactive actions that improve retention, satisfaction, and long-term value.

Partner with Account Managers and Renewal Managers to protect revenue, support strategic renewal planning, and surface expansion potential grounded in customer value.

Maintain strong account documentation, including stakeholder maps, success plans, adoption priorities, risk plans, EBR materials, and executive-level account narratives.

Use AI and customer intelligence tools to improve account preparation, identify risks and opportunities, personalise engagement, and scale high-quality customer interactions.