Lead Customer Success Manager

Job Description
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.
Job Requirements
Requirements are often considered a measure of how equipped you are to do the job, but sometimes they are not the only factor. If you do not meet every requirement listed below but believe you would be successful in the role, we would still love to hear from you.
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

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
• 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.
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.
You will receive competitive compensation, quarterly variable pay, pre-IPO share options, and a 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.