TL;DR

Manager, SMB Customer Success (SaaS): Leading a team of Customer Success Managers to drive adoption, retention, and long-term value for a large SMB portfolio with an accent on scalable engagement models and data-driven insights. Focus on optimizing automated workflows, coaching team members, and leveraging AI to enhance efficiency and customer impact.

Location: Must be based in the UK (Hybrid)

Company

HiBob is a leading HRIS platform designed for modern, global, and collaborative mid-size businesses, helping them transform how they manage and retain talent.

What you will do

  • Manage and lead a team of CSMs focused on high-volume accounts to drive retention and product stickiness.
  • Coach team members on balancing 1:many and targeted 1:few engagement models to maximize impact.
  • Analyze customer health metrics and adoption trends to translate insights into actionable interventions.
  • Continuously optimize the scaled SMB customer success strategy using automation, digital journeys, and community programs.
  • Serve as the customer advocate by collaborating cross-functionally with Product, Marketing, and GTM teams.
  • Leverage AI tools in workflows to improve internal processes and increase operational scalability.

Requirements

  • Location: Must be based in the UK
  • Proven experience leading and managing a Customer Success team in a SaaS environment.
  • Experience managing large SMB customer portfolios through tech-touch or digital engagement models.
  • Strong analytical mindset with proficiency in tools like Gainsight, ChurnZero, or HubSpot.
  • Deep understanding of SaaS products and ability to build/scale CS processes.
  • Experience coaching teams across different geographies is considered an advantage.

Nice to have

  • Knowledge of HR tech platforms like ATS, HRIS, or payroll.
  • Experience leading geographically distributed teams.

Culture & Benefits

  • Competitive compensation and benefits package including a cash allowance for health insurance.
  • Hybrid work model with a provided work-from-home allowance for office setup.
  • Bob balance days providing company-wide long weekends each quarter.
  • Annual Headspace subscription and wellness benefits.
  • Travel support including cycle schemes and season ticket loans.
  • Opportunity for temporary remote work from anywhere globally for up to 2 months (after 6 months tenure).