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 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." Purpose To manage, mentor and lead a team of Enterprise CSMs, who are managing a portfolio of accounts with a focus on renewals, expansion and advocacy. Main Deliverables - Meet retention, expansion and advocacy KPIs through data-driven analysis, planning and execution. - Build and execute an account-specific relationship framework. - Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy. Job Requirements - Manage, mentor, enable and lead a team of CSMs, who are managing a portfolio of accounts with a focus on renewals, expansion and advocacy. - Build and execute an account-specific relationship framework inclusive of success plans, Business Reviews, account documentation, reference management - Work closely with our customers with the drive to help them achieve their business goals and promote best practice - Become a trusted advisor and ambassador of change in our customers' workplace. - Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing and Sales teams - Protect existing revenue streams and identify and drive new opportunities. - Assess client health and develop strategies to mitigate risks early and prevent churn - Meet retention, expansion and advocacy KPIs through data-driven analysis, planning and execution - Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy. Job Responsibilities - Proven ability to hire, mentor, and develop diverse customer success teams. - Experience of building and scaling customer success processes and structures. - Exceptional relationship-building and stakeholder engagement skills, including C-suite communication. - Strong negotiation and conflict-resolution abilities. - Deep understanding of SaaS products; HR tech knowledge (e.g., ATS, HRIS, payroll) is a distinct advantage. - Proficient with analytics tools (e.g., Gainsight, Tableau) for customer health metrics and trend analysis. - Comfortable using AI and automation tools to improve productivity, account research, customer engagement, and internal documentation. - Data-driven decision-making to prevent churn and enhance ROI. - Experience of defining and executing customer success strategies aligned with company goals. - Skilled at budgeting, resource allocation, and cross-functional collaboration with product, sales, and marketing. - Demonstrable experience leading customer success or account management teams in a SaaS environment. - EMEA market expertise, including region-specific compliance (e.g., GDPR, labor laws). - Hands-on experience with mid-market to enterprise customers, renewals, and upsells. - Background in HR platforms and AI/automation implementation. - Strategic vision with a results-driven, analytical mindset. - Strong interpersonal skills for coaching teams and influencing cross-functional stakeholders. - Customer-centric approach with a focus on continuous improvement and innovation. - Familiarity with tools like Salesforce, Gainsight, and collaboration platforms (e.g., Slack, Teams). - Fluency in English; additional EMEA languages (e.g., German, French, Spanish) are a plus. 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. Becoming a Bobber means joining a company that values you as a whole person. You'll receive competitive compensation, benefits, and pre-IPO equity - alongside all of this: - Cash allowance for health insurance - Annual vision allowance - 25 days annual leave - Annual UnMind 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! Belonging at HiBob Our 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 hiring@hibob.io if you'd like to discuss any adjustments to our process. We want you to bring the best of you.

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 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." PurposeA strategic, data-driven CSM role focused on helping large, complex customers realise measurable business value from HiBob, expand adoption across modules and stakeholder groups, and drive retention, advocacy, and growth through proactive success planning. Main Deliverables Build and execute tailored success and account plans aligned to customer business goals, adoption milestones, product usage, stakeholder engagement, and measurable outcomes. Lead high-impact customer engagements, including Executive Business Reviews, roadmap discussions, adoption workshops, product enablement sessions, and strategic account planning. Translate customer health, usage, engagement, and risk signals into proactive actions that improve retention, satisfaction, and long-term value. Partner with Account Managers and Renewal Managers to protect revenue, support strategic renewal planning, and surface expansion potential grounded in customer value. Maintain strong account documentation, including stakeholder maps, success plans, adoption priorities, risk plans, EBR materials, and executive-level account narratives. Use AI and customer intelligence tools to improve account preparation, identify risks and opportunities, personalise engagement, and scale high-quality customer interactions. Job Requirements - Deliver a high-touch, strategic relationship management framework for each account. - Champion adoption across HiBob's suite of modules through multithreaded stakeholder engagement and clear value realization plans. - Become a trusted advisor, understanding customer goals and positioning HiBob solutions to support business transformation. - Build relationships across HR, People Ops, IT, Finance, and executive stakeholders to drive alignment, adoption, and long-term value. - Represent the voice of the customer internally by partnering with Product, Sales, Marketing, Services, Support, and Development teams. - Identify and act on growth opportunities, supporting deal strategy with Account Managers. - Lead high-impact customer conversations including regular planning calls, Executive Business Reviews, and technical deep dives. - Assess customer health through data-driven insights and design proactive engagement strategies. - Promote advocacy and long-term success through strategic alignment and value delivery. Job Responsibilities - 3-5 years of experience in Customer Success or SaaS Account Management, managing large, complex accounts with revenue responsibility. - Experience using customer health, product usage, and engagement data to prioritise actions and drive measurable adoption outcomes. - Strong ability to connect product capabilities to customer business goals, HR transformation priorities, and executive-level value narratives. - Comfortable using AI and automation tools to improve productivity, account research, customer engagement, and internal documentation. - Experience building multithreaded relationships across various levels and functions within client organisations. - Strong commercial acumen and experience supporting upsell and renewal strategy. - Experience delivering adoption plans across multiple software modules and guiding technical enablement. - Excellent communication and presentation skills, with confidence in engaging senior stakeholders. - Familiarity with CRM, customer success platforms and project management tools. - Experience working in complex, multi stakeholder SaaS environments is essential; HR tech experience is an advantage. - Tech-savvy with a passion for product learning. - Adaptable and driven, thriving in a fast-paced, high-growth environment. - Fluent in English. 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. Becoming a Bobber means joining a company that values you as a whole person. You'll receive competitive compensation, benefits, and pre-IPO equity - alongside all of this: - Cash allowance for health insurance - Annual vision allowance - 25 days annual leave - Annual UnMind 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! Belonging at HiBob Our 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 hiring@hibob.io if you'd like to discuss any adjustments to our process. We want you to bring the best of you.

• Lead, coach, and develop the Professional Services & Customer Success teams to achieve high performance and career growth • Set clear goals, provide regular feedback, and drive a strong culture of accountability and collaboration • Support hiring, onboarding, and capability development within the team • Own customer success outcomes across strategic accounts, ensuring customers realize maximum value from Veeam solutions • Oversee the successful delivery of professional services engagements, ensuring quality, timeliness, and customer satisfaction • Drive customer adoption, retention, satisfaction, and expansion opportunities • Act as an escalation point for complex technical or delivery challenges • Build strong relationships with key stakeholders and executive sponsors on the customer side • Guide solution architecture, design validation, and delivery approaches for complex customer environments • Review and contribute to proposals and Statements of Work (SOW), ensuring technical and commercial alignment • Ensure accurate effort estimation, project planning, and risk management across engagements • Support solution design discussions and provide strategic technical direction for complex customer environments • Partner closely with Sales, Pre-Sales, and Technical Support teams to identify growth and expansion opportunities • Support strategic customer engagements and contribute to account planning • Establish and drive best practices, frameworks, and standardization across delivery teams • Monitor key performance metrics (utilization, delivery quality, customer satisfaction) and drive improvements • Drive continuous improvement initiatives across processes, documentation, and knowledge management

• The Customer Engagement Manager operates as the lead point of contact for the implementation of government-wide travel system implementation. • Guides customer agency transition planning meetings, tracks issues and resolutions, and coordinates responses to agency issues with the solution management team. • Advocates for the timely and successful delivery of the travel solution according to customer needs and objectives. • Develops, coordinates, and leverages internal and external relationships with customers (other federal agencies) in support of Travel Shared Services, the customer to achieve agencies' service objectives. • Develops and maintains a strategic organizational relationship with other federal agencies at the national level and serves as an internal national expert on the customer's mission, strategic direction, and workplace needs. • Promotes a customer focused approach designed to integrate customer requirements into the travel service model. • Presents an integrated view of the customer to vendors and travel business lines to provide context for the customer's travel & expense needs, and serves as advisor to the Office of Travel, Employee Relocation and Transportation leadership regarding customer strategy, history, and relationships. • Manages customer expectations and ensures that the customer has a clear understanding of joint responsibilities. • Develops account plan goals, strategies, and activities - collaborates across stakeholder groups (other federal agencies) to develop, update and execute account plans, including identifying account goals, strategies, opportunities and activities to meet customer travel and expense needs.