Lead Customer Success Manager - Enterprise

Lead Customer Success Manager – Enterprise

Come be yourself with us

Being a Bobber is all about being you. We want you to bring your whole self to work, with the freedom and confidence to do your best work. Whether you’re bubbly, precise, funny, bold, kind, honest or anything in between, we want you to feel at home here.

About the role

We’re looking for an experienced Lead Customer Success Manager to join our growing Enterprise Customer Success team and take ownership of a small portfolio of HiBob’s largest and most strategic customers.

This is a senior individual contributor role for an experienced Enterprise SaaS customer leader. You’ll typically own 5–6 strategic accounts with a combined portfolio of around £5–6M ARR, with individual customers potentially worth £500k–£1M+ ARR.

This is deliberately different from a traditional high-volume CSM role. Your focus will be on deep executive relationships, strategic account planning, retention, commercial growth and orchestrating complex customer engagements across multiple stakeholders and internal teams.

You’ll work with customers where the problems are rarely straightforward. You might be navigating a renewal risk, building an expansion strategy across different functions, helping a customer realise the value of multiple products, or coordinating Product, Sales, Professional Services and senior leadership around a critical account.

We’re looking for someone who can operate at executive level without losing sight of the detail, bring structure to complex situations and confidently lead both the customer and internal account team towards an outcome.

What you’ll do

• Own a small portfolio of HiBob’s most strategic Enterprise customers.
• Build trusted relationships with C-suite and senior executive stakeholders and become a strategic advisor to the customer.
• Develop and execute strategic account plans focused on retention, value realisation and growth.
• Lead QBRs, EBRs and executive conversations that connect HiBob’s products to broader business priorities.
• Identify and develop expansion opportunities across multiple products, functions and stakeholder groups.
• Lead complex customer situations, including renewal risk, escalations, organisational change and product challenges.
• Diagnose customer problems at both a strategic and operational level, then mobilise the right internal expertise to solve them.
• Work closely with Account Management, Renewals, Product, Professional Services, Support and senior CS leadership to execute account strategy.
• Bring a clear commercial and customer perspective into internal decision-making.
• Use customer insight, data and market understanding to challenge assumptions and create new opportunities.
• Coach and support other CSMs through complex customer situations and share best practice across the Enterprise team.

What we’re looking for:

• Significant experience in Enterprise Customer Success within B2B SaaS.
• Proven experience personally owning a small portfolio of large, strategically important customers, rather than primarily managing a high-volume book.
• Experience managing customers in the £500k–£1M+ ARR range or comparable enterprise account complexity.
• Strong track record across retention, renewal and expansion, with clear evidence of commercial impact.
• Experience working directly with C-suite and senior executive stakeholders.
• Strong understanding of strategic account planning, value realisation and multi-threaded stakeholder management.
• Experience leading complex customer situations and coordinating multiple internal functions to drive an outcome.
• Experience operating in a multi-product SaaS environment, ideally where expansion requires engaging different buying groups.
• Strong judgement: able to distinguish between what needs immediate action, what can wait and who needs to be involved.
• A track record of progression and sustained tenure in customer-facing SaaS roles.

The mindset we value

• Executive and strategic: able to operate above the detail and focus on the business decision and customer outcome.
• Commercial: sees retention and growth as part of Customer Success, not separate from it.
• Low ego: confident enough to challenge customers and colleagues, but open enough to listen, learn and change course.
• Curious: wants to understand the customer's business, industry and priorities rather than simply manage the account plan.
• Collaborative: knows how to bring the right people together rather than trying to solve everything personally.
• Calm under pressure: able to bring structure and urgency to complex or at-risk situations.
• Clear communicator: can make a complex issue simple and deliver a concise, compelling executive message.
• Builder mentality: comfortable joining a growing organisation where processes and ways of working are still evolving.

Nice to have

• HR technology, HRIS or adjacent B2B SaaS experience.
• Experience selling or expanding multi-product platforms.
• Experience in a high-growth, scaling SaaS environment.
• Experience coaching or mentoring other CSMs.
• Experience using data and customer health insights to identify risk and growth.
• Experience working with Product and Engineering on customer-led product development.

Why this role matters

This role sits at the point where Customer Success, commercial strategy and executive partnership come together.

You’ll work with a small number of HiBob’s most important customers, where the expectation is not simply to manage the relationship, but to shape the strategy, create value, protect revenue and unlock growth.

You’ll have the seniority and autonomy to operate at a Lead level without moving into people management, while also having the opportunity to influence how we work with our largest customers and raise the bar across the wider Customer Success organisation.

Why HiBob?

HiBob is growing quickly, and so is our Enterprise business. We’re continuing to invest in our product, our Customer Success organisation and our ability to support increasingly complex global customers.

This is an exciting time to join us: you’ll be coming into a business with the scale to support sophisticated Enterprise customers, but with plenty of opportunity to shape how we work as we continue to grow.

HiBob is a village filled with amazing people and we’re especially proud of that. We want Bobbers to do their best work while feeling comfortable being themselves.

You’ll receive competitive compensation, quarterly variable pay, pre-IPO share options and a hybrid working setup with two weekly team office days in our Covent Garden office.