Manager, SMB Customer Success - Fixed Term Contract

Job Description
About Us
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 3500 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 Airtasker, Go Cardless, 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.
The Manager, SMB Customer Success leads a team of Customer Success Managers responsible for driving adoption, retention, and long-term value for a large portfolio of SMB customers.
This role is focused on scalable customer success, enabling a high-impact engagement model that combines automation, data insights, and 1:many enablement programs such as webinars, workshops, and community initiatives, while also supporting targeted 1:1 sessions with customers where needed.
The manager plays a key role in translating customer data and trends into targeted interventions, helping the team prioritise the initiatives that drive the greatest adoption and retention outcomes.
Success in this role requires a strong analytical mindset, a passion for coaching teams operating in a scaled environment, and the ability to collaborate cross-functionally to continuously improve the SMB customer experience.
Job Requirements

• Proven e xperience in leading and managing a team of CSMs, including hiring, coaching and developing individuals.
• Experience leading customer success teams with large SMB customer portfolios through digital or tech-touch engagement models in a SaaS environment.
• Experience managing a team across different geographies is a plus.
• Experience of building and scaling customer success processes and structures.
• Hands-on experience with SMB customers.
• Customer-centric approach with a focus on continuous improvement and innovation.
• Strong ability to interpret customer data and translate insights into scalable strategies.
• Strategic vision with a results-driven, analytical mindset.
• Strong interpersonal skills for coaching teams and influencing cross-functional stakeholders.
• Leverage AI tools in day-to-day workflows and encourage the team to do the same, continuously exploring opportunities to improve internal processes, increase efficiency, and enhance the scalability of the SMB customer success model.
• Deep understanding of SaaS products; HR tech knowledge (e.g., ATS, HRIS, payroll) is a distinct advantage.
• Proficient with analytic tools (e.g., Gainsight, ChurnZero, Hubspot, Tableau) for customer health metrics and trend analysis.

Job Responsibilities

• Manage and lead a team of CSMs who are responsible for a high-volume portfolio of accounts, with a focus on adoption, retention, value realisation, and identifying growth opportunities that enhance product stickiness and long-term customer success
• Coach CSMs to operate effectively in a scaled engagement model, helping them prioritise impact, leverage automation, and balance 1:many and targeted 1:few interactions.
• Support CSMs in navigating complex customer situations by coaching them through difficult conversations, providing strategic guidance, and participating in customer escalations when appropriate to ensure positive outcomes.
• Improve adoption and engagement metrics across SMB customers.
• Monitor and drive team performance across key adoption and expansion metrics (GDR and NDR).
• Enable the team to help customers achieve their business goals and adopt best practices.
• Execute and continuously optimise the scaled customer success strategy for SMB customers, leveraging automation, digital journeys, group enablement programs, and community engagement to drive adoption and retention and identifying opportunities to increase efficiency, scalability and customer impact.
• Analyse customer adoption and health data to identify trends, risks, and opportunities early.
• Translate insights and risk signals into targeted interventions such as enablement programs, product education, and automation workflows.
• Become the customer advocate in Hibob, collaborating with our Product, Marketing and GTM teams.
• Collaborate closely with the Head of SMB Customer Success and other SMB CS Managers to align on strategy, share insights, and continuously improve the team's approach to driving adoption and retention.

Benefits
HiBob 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, alongside all of this:

• Cash allowance for health insurance
• Annual vision allowance
• 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)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 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 HiBob's hybrid working model ***
BELONGING AT HIBOB
Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so 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 federal, state or local protected class*(*US only).
Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email [email protected] or speak to the recruiter when they arrange a call with you.
We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.