Customer Success Manager (SMB)

Overview 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 Football Club, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call \”Bobbers.\”About the role 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.Job Requirements Previous CSM experience in SaaSExperience 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 pointsExperience of using AI Tools such as Chat GPT, Gemini or similarComfort with exploring and applying AI insights and automation tools to drive smarter customer decisionsDesire to work in a global, fast-paced scale up environmentA proven ability to prioritise and executeA track record in achieving and exceeding KPIs and targetsA passion to learn the products\’ functionality, and tech-savvinessStrong work ethic, integrity, and desire to succeedActive listening & consultative approachA passion to work collaboratively within your team and with other relevant teamsExperience with Salesforce, Gong, ChurnZero, Zendesk, Tableau or similar toolsWe are particularly interested in candidates with HR or HRM backgroundJob Responsibilities Manage the adoption of a large portfolio of SMB accounts with a focus on enablement at scale (1:many) and value realisationHost 1:Many enablement programs, including webinars, workshops, and community engagementLead, promote and facilitate community engagement by sharing best practices and encouraging peer discussionsLeverage AI tools for efficient and scalable customer communicationOptimise and make sure the client is using Bob according to our best practices and is getting value from BobEstablish and maintain relationships with our customers\’ key stakeholders to promote internal advocacyAd-hoc business reviews, training, check-in calls, and feature implementationAnalyse adoption data, identify risks proactively, and action workflows from these insights in order to mitigate riskKeep accurate reporting to ensure correct forecastingAbility to ideate projects, lead them, and collaborate with others to bring them to lifeWork closely with Account Managers to surface expansion opportunities based on customer needsBecome the internal customer advocate in HiBob, collaborating cross-functionally with our Product, Operations, Marketing, and GTM teamsJob Benefits Company share options plan – every employee can eventually become a shareHolderCash allowance for health insuranceAnnual vision allowanceAnnual Headspace subscription and wellness benefitsTravel support (cycle scheme and season ticket loans)Hybrid working from day 1Work 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 quarter2 Social Impact days per year for volunteeringAwesome employee referral program- $2,500 for each successful referral with an additional ambassador programmePension scheme auto-enrolment from day 1Fun company and team social events (locally and virtually with our global teams)We love birthdays – take the day off and receive a special giftIf this sounds like something you\’ve been looking for, we\’d love to have you. Come on, join our village!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. 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 email hiring@hibob.io or 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.

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