At a Glance
- Tasks: Manage client relationships and ensure their success with our HR platform.
- Company: HiBob transforms HR for mid-size businesses, fostering a vibrant workplace culture.
- Benefits: Enjoy hybrid working, wellness perks, share options, and fun company events.
- Other info: Embrace a culture of belonging and diversity at HiBob.
- Why this job: Join a dynamic team where you can be yourself and make a real impact.
- Qualifications: Experience in B2B SaaS customer success and strong interpersonal skills required.
The predicted salary is between 28800 - 48000 £ per year.
Join to apply for the Customer Success Manager - Mid Market role at HiBob Join to apply for the Customer Success Manager - Mid Market role at HiBob Get AI-powered advice on this job and more exclusive features. Job Description About Us HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3000 midsize and multinational companies. Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Come and be you 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’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us. About You We are looking for an experienced, energetic and positive Customer Success Manager. You will have great interpersonal skills as well as a strong bias towards excellent client service. You will be analytical and have great organisational skills. You will have experience in customer success in a tech/SaaS-based business. Learn more about the CS Department in the followinglink. Job Requirements B2B SaaS CSM experience, owning an EU book of business with targets on net retention. Experience working in B2B (client-facing) role Fluent in English A passion to learn the products’ functionality, and you’re tech-savvy A desire to work in a fast-paced startup environment A strong work ethic, integrity and desire to succeed Executive project management skills and able to communicate effectively across the C-suite Experience working with Salesforce & Web-based technologies Experience with SFDC, Asana and/or ChurnZero - advantage An HR or HRM background - advantage Job Responsibilities Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions Work to understand the HR objectives our clients have and how they contribute to the wider business goals. Work to become a trusted advisor within the account to tailor use cases and develop success plans to achieve desired outcomes. Manage a portfolio of accounts with a focus on adoption and usage. Work closely with our customers various stakeholders with the drive to help them change their workplace and achieve their individual and business goals Become the customer advocate in HiBob, collaborating with our Product, Development, Marketing and Sales teams Protect existing revenue streams, identify opportunities and risks. Assess client health and develop strategies to mitigate churn Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution Provide ongoing product enablement for customers across product catalogue Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy. Stay up to date with evolving HR industry trends, compliance changes, and emerging technologies to proactively guide clients and ensure the platform aligns with modern workforce needs. Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value Job Benefits HiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this: Company share options plan - every employee can eventually become a shareHolder Cash allowance for health insurance Annual vision allowance Annual Headspace subscription and wellness benefits Travel support (cycle scheme and season ticket loans) Hybrid working from day 1 Work from home allowance - to get your home office set up! Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment) Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter 2 Social Impact days per year for volunteering Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme Pension scheme auto-enrolment from day 1 Fun company and team social events (locally and virtually with our global teams) We love birthdays - take the day off and receive a special gift If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village! ***Learn about HiBob\'s hybrid working model *** BELONGING 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, so we’re committed to being proactive at all levels so 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). Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can emailhiring@hibob.ioor speak to the recruiter when they arrange a call with you. We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Consulting and Customer Service Industries Human Resources Services and Software Development Referrals increase your chances of interviewing at HiBob by 2x Get notified about new Customer Success Manager jobs in London, England, United Kingdom . 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Customer Success Manager - Mid Market in London employer: HiBob
HiBob is an exceptional employer that fosters a vibrant and inclusive work culture, where employees are encouraged to be their authentic selves. With competitive compensation, comprehensive benefits, and unique perks like pre-IPO equity and flexible working arrangements, HiBob prioritises employee well-being and growth. The company’s commitment to personal development and social impact initiatives makes it an ideal place for those seeking meaningful and rewarding careers in the dynamic HR tech space.
Contact Details:
HiBob Recruitment Team
emailhiring@hibob.ioor
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Mid Market in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HiBob. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HiBob before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Mid Market in London
Customer Success Management
B2B SaaS Experience
Client Relationship Management
Analytical Skills
Project Management
Communication Skills
Technical Proficiency
Salesforce Experience
Data-Driven Decision Making
Stakeholder Engagement
Problem-Solving Skills
Adaptability in Fast-Paced Environments
Understanding of HR Objectives
Churn Mitigation Strategies
Fluent English Communication
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HiBob:Your cover letter is your chance to shine! Tell us why you want to work at HiBob specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HiBob!
How to prepare for a job interview at HiBob
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
