At a Glance
- Tasks: Lead customer success for top-tier clients, strategising for growth and retention.
- Company: Join a vibrant team that celebrates individuality and collaboration.
- Benefits: Flexible work environment, competitive salary, and opportunities for personal growth.
- Other info: Dynamic role with a focus on strategic thinking and teamwork.
- Why this job: Make a real impact by solving complex problems for major customers.
- Qualifications: Experience in B2B SaaS customer success and strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
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.
Requirements
- 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
Lead Customer Success Manager employer: HiBob
HiBob is an exceptional employer that prioritises individuality and fosters a collaborative work culture, making it an ideal place for professionals in the HR SaaS sector. With comprehensive benefits such as hybrid work options and equity opportunities, employees are empowered to thrive both personally and professionally. The company also offers ample growth opportunities, ensuring that you can develop your skills while contributing to meaningful customer success.
