Lead Customer Success Manager

Job 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

• 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

• 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

Job responsibilities

• 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