The posting
Job description
HiBob | London, UK (Hybrid)
Come and be yourself with us!
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including Fulham FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees – who we affectionately call “Bobbers.” We're continuing to grow our Customer Success organisation and are looking for a German-speaking Customer Success Manager based in London to own and develop a portfolio of our Mid-Market customers across the DACH region.
This is a commercially focused Customer Success role with meaningful account ownership. You'll typically manage a portfolio of around 50 Mid-Market customers representing approximately £4–5m in ARR, balancing strategic, high-touch customer engagement with effective portfolio management at scale. You'll be the strategic point of contact for your customers, helping them maximise the value they get from Bob, drive adoption and engagement, manage risk and support long-term retention and growth. You'll work closely with Account Managers, Renewal Managers and other internal specialists to bring the right people together around each customer's needs.
- Own and strategically manage a portfolio of around 50 Mid-Market DACH customers / approximately £4–5m ARR.
- Build and execute account-specific relationship frameworks, including regularly scheduled status calls, quarterly business reviews, account documentation and success planning sessions.
- Drive product adoption, engagement and measurable value realisation across your customer portfolio.
- Build trusted relationships with customers and understand their business and HR objectives.
- Protect and retain existing revenue while proactively identifying customer risk and opportunities for expansion.
- Work closely with the wider account team to orchestrate the right strategy and resources for each customer.
- Proven SaaS Account Management or Customer Success experience, ideally owning a Mid-Market B2B SaaS portfolio with meaningful recurring revenue responsibility.
- Experience managing a portfolio across adoption, value realisation, retention, risk and growth.
- Experience working in a B2B client-facing role.
- Fluent German and English, with the ability to confidently lead customer, QBR and senior stakeholder conversations in both languages.
- Strong commercial awareness and experience working towards retention, renewal and/or expansion targets.
- Experience building trusted relationships with multiple stakeholders, including senior and C-suite contacts.
- Ability to prioritise effectively across a sizeable portfolio, balancing strategic high-touch relationships with scalable customer engagement.
- A passion for learning product functionality and confidence working with technology.
- Curiosity and practical experience using AI tools to improve productivity, streamline workflows, uncover insights and scale impact.
- A desire to work in a fast-paced scale-up environment.
- A strong work ethic, integrity and desire to succeed.
- Strong project management skills and the ability to coordinate multiple internal and external stakeholders.
- Experience working with Salesforce and web-based technologies.
- Experience with SFDC, Asana and/or ChurnZero is advantageous.
- An HR or HR-tech background is advantageous.
Role & Responsibilities:
- Take ownership of a Mid-Market DACH portfolio of approximately 50 customers / £4–5m ARR, prioritising your time and engagement according to customer value, opportunity, health and risk.
- Build and execute account-specific relationship frameworks including regular status calls, quarterly business reviews, account documentation and success planning sessions.
- Understand the HR objectives of our customers and how these contribute to their wider business goals.
- Become a trusted advisor within your accounts, tailoring use cases and developing success plans to achieve desired customer outcomes.
- Help customers maximise value from Bob through strong product adoption, engagement and measurable business impact.
- Build and maintain relationships across multiple customer stakeholders, from day-to-day users and administrators through to senior and C-suite leaders.
- Act as the customer advocate within HiBob, collaborating closely with Product, Development, Marketing, Sales and other post-sales teams.
- Work closely with Account Managers, Renewal Managers and other internal specialists to orchestrate the right support and strategy for each customer.
- Protect existing revenue streams while identifying risks and opportunities for growth.
- Assess customer health and develop proactive strategies to mitigate churn.
- Meet gross and net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution.
- Identify and qualify expansion opportunities within your portfolio, partnering with the wider commercial team to support account growth.
- Provide ongoing product enablement across HiBob's product catalogue.
- Establish and maintain relationships with key stakeholders, lead strategic account planning and develop internal customer advocacy.
- Stay up to date with evolving HR industry trends, compliance changes and emerging technologies to proactively guide customers and ensure the platform continues to align with modern workforce needs.
- Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value.
Job benefits
HiBob is a village filled with incredible people, and we're proud of that. It's a place where Bobbers can truly be themselves. We're about fun, dreams and ambition just as much as we're about precision, growth and high performance.
- Company options plan
- Flexible hybrid working model from our Covent Garden office
- Pension scheme
- Wellness & Benefit cash allowance
- 25 days of annual leave per year – plus an extra day for your birthday
- Company-wide long weekends four times a year. Each quarter, our Bob Balance Days mean all of us downing tools on a Friday to rest and recharge
- Work from home allowance to get your home office set up
- 2 Social Impact days per year for volunteering
- Awesome employee referral programme – $2,500 for each successful referral with an additional ambassador programme
- Temporary remote work from anywhere in the world for up to 2 months after 6 months of employment
- Fun company and team social events, locally and virtually with our global teams
If this sounds like something you've been looking for, we'd love to have you.
Come on, join our village! Belonging at HiBobOur success depends on our people, and we want HiBob to be a workplace where everyone feels a sense of belonging and can thrive. We're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work and hire. We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other protected class. Please contact us at [email protected] if you'd like to discuss any adjustments to our process. We want you to bring the best of you.
