Customer Success Manager

Job Description

Come and be yourself with us

Being a Bobber means bringing your whole self to work—whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.

About 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 names like Montu, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."

About the Role

We're looking for an innovative, customer-driven CSM to join our SMB team. This is not your typical Customer Success role, it's about designing for scale. You'll support hundreds of customers through AI-powered workflows, Agents, automation, and community engagement, replacing traditional 1:1 touchpoints with smart, repeatable systems.

Job Requirements

• Minimum 2 years of SaaS Account Management, Customer Success Management, or equivalent transferable expertise, such as consulting, HR/People Operations, project management, implementation, or client engagement roles.
• Strong technical acumen and hands-on approach to problem-solving
• Demonstrated commercial acumen, with the ability to identify growth opportunities and align customer goals with business objectives.
• Experience with AI tools (e.g., ChatGPT, Gemini) and CS  platforms such as ChurnZero, Gong, and Salesforce.
• Track record of managing customers at scale using digital programs and tech-touch engagement
• Excellent communication, project management, and collaboration skills
• Strong analytical skills — curious, data-driven, and proactive in finding smarter ways to deliver success
• Big advantage: Background in HR tech or experience working with HR teams, processes, or systems
• A passion to learn the products' functionality and tech-savviness
• Strong work ethic, integrity, and desire to succeed
• Active listening & consultative approach

Job Responsibilities

• Manage the adoption of a large portfolio of SMB accounts with a focus on enablement at scale (1:many) and value realisation
• Run group sessions, onboarding webinars, enablement workshops, and community events
• Ability to ideate projects, lead them, and collaborate with others to bring them to life
• Promote community engagement by sharing best practices and fostering peer collaboration
• Leverage AI tools and automations to streamline workflows and improve efficiency
• Monitor customer usage and adoption to identify risks and proactively engage
• Conduct ad-hoc trainings, business reviews, and product walkthroughs as needed
• Work closely with cross-functional teams (Product, Ops, CX, Marketing, GTM) to improve customer outcomes
• Maintain accurate reporting and forecasts for your book of business
• Partner with Account Managers to identify upsell and cross-sell opportunities
• Establish and maintain relationships with our customers' key stakeholders to promote internal advocacy

Job 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, and pre-IPO equity options alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder
• 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
• Catered Thursday lunches and coffee
• Dog-friendly office

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

**Note: We will only consider candidates located in the Sydney Metro Area who are willing to work in our Sydney office at least two days a week. We love collaborating and connecting with our team members in-person, and we hope you will too**