Customer Success Manager - SMB

London | Customer Success | Full-time

Job Description

About Hibob

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 1500 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Gong, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Come and be you 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’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

Learn more about the CS Department in the following link.

About You

We are looking for an experienced, energetic, and positive Customer Success Manager to own and manage a significant book of small clients. You will have great interpersonal skills as well as a strong bias towards excellent client service and business acumen. You will be analytical and have great organisational and multitasking skills, and have the ability to provide great service to a large number of accounts. You will have experience in customer success, account management, or customer service in a SaaS-based business. You’re a positive individual, self-motivated with a can-do attitude.  

What will you do? 

  • Manage a large portfolio of small accounts with a focus on enablement at scale and value realisation, yielding to a super-high renewal rate. 
  • Assess client health and develop strategies to mitigate churn with proactive health plans
  • Protect existing revenue streams, mediate risks.
  • Identify, own, upsell and uplift opportunities
  • Optimise and make sure the client is using bob according to our best practices and is getting value from bob
  • Execute Business Reviews, training, check-in calls, and feature implementation 
  • Work with our customers with the drive to help them change their workplace and achieve their business goals 
  • Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing, and Sales teams 
  • Establish and maintain relationships with key stakeholders to promote internal advocacy 

Requirements

Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have nearly enough experience, or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us.

  • At least 2 years of SaaS account management or CSM experience 
  • Project management 
  • B2B, high volume, upsell experience
  • Independently leading upsell and negotiations

 The following experience is not essential but will be an advantage:

  • Experience with SalesForce, Intercom, ChurnZero, Zendesk, Tableau 
  • We are particularly interested in candidates with HR or HRM background
  • Experience in working or living with Nordic cultures
  • A proven ability to prioritise and execute
  • A track record in achieving and exceeding KPIs and targets 
  • Highly motivated and confident in upselling including negotiation and delivery demos
  • A passion to learn the products’ functionality, and tech-savviness 
  • Desire to work in a fast-paced startup environment 
  • Strong work ethic, integrity, and desire to succeed 
  • Team player
  • Native English. Any other language is an advantage

Join our villageHiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

  • Company share options plan - every employee can eventually become a shareHolder 
  • Cash allowance for health insurance
  • Annual vision allowance 
  • Perkbox membership
  • Annual Headspace subscription and wellness benefits
  • Travel support (cycle scheme and season ticket loans)
  • Hybrid working from day 1
  • Work from home allowance - to get your home office set up! 
  • Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
  • 2 Social Impact days per year for volunteering
  • Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
  • Pension scheme auto-enrolment from day 1
  • Fun company and team social events (locally and virtually with our global teams)
  • We love birthdays - take the day off and receive a special gift

If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!

***Learn about our hybrid working model***

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