Lead Customer Success Manager

Join HiBob as a Lead Customer Success Manager, where you'll be responsible for managing a small portfolio of our largest and most complex customers. This individual contributor role requires significant experience in Enterprise Customer Success within a B2B SaaS environment, strong executive stakeholder management skills, and a proven ability to drive retention and growth. You'll work collaboratively in a fast-moving environment and be motivated by customer outcomes.

• Gérer un portefeuille de clients stratégiques, en se concentrant sur la stratégie client, la rétention et l'expansion.
• Coordonner les équipes internes pour répondre aux besoins des clients et résoudre les problèmes complexes.
• Établir des relations solides avec les parties prenantes exécutives et assurer une communication efficace.

Requirements are often considered a measure of how equipped you are to do the job, but sometimes they are not the only factor. If you do not meet every requirement listed below but believe you would be successful in the role, we would still love to hear from you.

**Essential experience**

• Significant experience in Enterprise Customer Success within a B2B SaaS environment
• Experience owning complex, high-value customer accounts
• Strong executive stakeholder management and customer communication skills
• Proven ability to drive retention and growth
• Experience coordinating multiple internal teams around customer needs
• Strong account planning and strategic thinking capability
• Good judgement, organisation and follow-through
• A track record of staying and growing in roles over time
• Comfortable working in a collaborative, fast-moving environment

**Essential mindset**

• Strategic, calm and highly organised
• Curious and willing to dig into complex customer problems
• Confident working with senior stakeholders
• Collaborative and low ego
• Comfortable with ambiguity and changing priorities
• Motivated by customer outcomes, not just task completion
• Strong ownership and accountability
• Able to communicate clearly and simply, even when the situation is complex

**Nice to have**

• HR technology or HRIS experience
• Experience with Salesforce
• Experience using Asana, <Monday.com>, Notion or similar tools
• Experience improving processes or ways of working
• Experience coaching peers through complex customer situations
• Exposure to multi-product SaaS environments