Own a small portfolio of strategic enterprise B2B SaaS customers, building executive relationships, leading business reviews, developing account plans, driving retention and expansion, managing escalations, and coordinating internal teams. The role also brings customer feedback into product discussions, shapes the enterprise customer experience, and coaches peers through complex situations. It is an individual contributor position with occasional travel to customer meetings.
Come and be yourself with us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that is bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we are waiting with open arms.
About the role
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. If you enjoy working with large customers, solving complicated problems and acting as a trusted advisor, we would love to hear from you.
What you will bring
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 below but believe you would be successful in the role, we would still love to hear from you.
Essential experience
Essential mindset
Nice to have
What you will do
Why this role matters
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.
Benefits
HiBob is a village filled with amazing people and we are especially proud of that. It is a place where Bobbers can be themselves. We are about fun, dreams, hopes and ambition, just as much as we are about precision, growth and top performance.
You will receive competitive compensation, quarterly variable pay, pre-IPO share options, and a hybrid working setup with two weekly team office days at our beautiful office in the heart of Covent Garden.
We are building a company where everyone can do their best work, grow their careers and be themselves along the way. We would love for you to be part of it.
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that is bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we are waiting with open arms.
About the role
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. If you enjoy working with large customers, solving complicated problems and acting as a trusted advisor, we would love to hear from you.
What you will bring
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 below but believe you would be successful in the role, we would still love to hear from you.
Essential experience
- 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
Essential mindset
- 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
Nice to have
- 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 you will do
- 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
Why this role matters
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.
Benefits
HiBob is a village filled with amazing people and we are especially proud of that. It is a place where Bobbers can be themselves. We are about fun, dreams, hopes and ambition, just as much as we are about precision, growth and top performance.
You will receive competitive compensation, quarterly variable pay, pre-IPO share options, and a hybrid working setup with two weekly team office days at our beautiful office in the heart of Covent Garden.
We are building a company where everyone can do their best work, grow their careers and be themselves along the way. We would love for you to be part of it.
HiBob London, England Office
HiBob HiBob London Office
Space House, 1 Kemble Street, London, United Kingdom, WC2B 4AN
Similar Jobs at HiBob
HR Tech • Information Technology • Professional Services • Sales • Software
Lead global Account Executive enablement by designing and delivering training, coaching, certifications, and sales methodology programs. Improve opportunity progression, conversion rates, deal quality, forecast accuracy, and sales cycle efficiency. Partner with Sales Leadership, Product Marketing, GTM Strategy, Revenue Operations, and regional teams to align programs with business priorities. Drive adoption of AI-assisted selling workflows for research, discovery preparation, stakeholder mapping, deal strategy, and follow-up creation.
Top Skills:
Ai-Assisted Selling WorkflowsArtificial IntelligenceEnablement Technologies
HR Tech • Information Technology • Professional Services • Sales • Software
Generate qualified outbound pipeline across Central and Eastern Europe by researching accounts, identifying stakeholders, and engaging senior decision-makers through personalized calls, email, LinkedIn, and other channels. Build relationships, secure qualified meetings for Account Executives, achieve activity and pipeline targets, maintain accurate Salesforce records, use sales technology and automation, and collaborate with cross-functional teams while continuously improving through coaching.
Top Skills:
AILinkedInSales Automation ToolsSalesforce
HR Tech • Information Technology • Professional Services • Sales • Software
Own the full sales cycle for HiBob’s small mid-market segment, targeting organizations with 200–500 employees. Responsibilities include outbound prospecting, pipeline generation, relationship development with senior decision-makers, product demonstrations, commercial negotiations, forecasting, and closing SaaS deals. The role also involves cross-functional collaboration with Sales Engineering, Marketing, Customer Success, and Partnerships, along with participation in events, conferences, and partner networking.
Top Skills:
Salesforce
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
