At a Glance
- Tasks: Own strategic accounts and build relationships with senior stakeholders to drive customer success.
- Company: Join a vibrant team at HiBob where being yourself is celebrated.
- Benefits: Competitive pay, pre-IPO shares, and a hybrid work setup in Covent Garden.
- Other info: Dynamic environment with opportunities for personal growth and collaboration.
- Why this job: Make a real impact by supporting our largest customers and shaping their experience.
- Qualifications: Experience in Enterprise Customer Success and strong communication skills are essential.
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
- 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.
Job 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.
- Competitive compensation
- Quarterly variable pay
- Pre-IPO share options
- 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.
Lead Customer Success Manager in London 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.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Success Manager 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 Lead Customer Success Manager in London
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.
