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 HiBob
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Thousands of organisations around the world rely on Bob to manage their people, improve employee experiences and support business growth. As we continue to grow across Europe, we're looking for an experienced Enterprise Customer Success Manager to support some of our most strategic customers across the Benelux region.
About the Role
We're looking for an experienced Enterprise Customer Success Manager to manage a portfolio of strategic Enterprise customers across the Benelux region. This is a highly strategic, high-touch Customer Success role. You'll partner with senior stakeholders across HR, IT, Finance and executive leadership to help customers realise measurable business value from HiBob, maximise adoption across multiple products and modules, and deliver successful long-term renewal and expansion outcomes. You'll manage a portfolio of approximately 20–30 complex Enterprise customers, balancing executive engagement, commercial awareness and proactive account strategy. This role is best suited to someone who is already operating as a strategic Enterprise Customer Success Manager within a modern B2B SaaS organisation. Working closely with Account Managers, Renewal Managers, Product, Professional Services, Engineering and Support, you'll become a trusted advisor to your customers while representing the voice of the customer internally.
Responsibilities
- Own a strategic portfolio of Enterprise customers across the Benelux region, building trusted long-term partnerships with executive stakeholders.
- Build and execute tailored Success Plans aligned to customer business goals, adoption milestones, product usage and measurable business outcomes.
- Lead Executive Business Reviews (EBRs), strategic planning sessions, adoption workshops and roadmap conversations with senior stakeholders.
- Build multi-threaded relationships across HR, People, IT, Finance, Procurement and executive leadership to maximise adoption and long-term customer value.
- Monitor customer health, product usage and engagement data to proactively identify risks, opportunities and customer trends.
- Develop and execute risk mitigation plans that improve customer retention and long-term success.
- Drive adoption across HiBob's suite of products by aligning platform capabilities to customer business priorities.
- Partner closely with Account Managers and Renewal Managers to support strategic renewal planning and identify value-led expansion opportunities.
- Represent the voice of the customer internally by collaborating with Product, Engineering, Marketing, Professional Services and Support teams.
- Maintain high-quality account documentation including stakeholder maps, Success Plans, executive summaries, renewal strategies and risk assessments.
- Leverage AI and customer intelligence tools to improve account preparation, customer engagement, documentation and productivity.
Qualifications
- Considerable experience in Enterprise Customer Success or Strategic SaaS Account Management.
- Proven experience managing large, complex Enterprise customers within a modern B2B SaaS environment.
- Experience managing strategic portfolios of approximately 20–30 high-touch Enterprise customers or comparable enterprise account ownership.
- Strong commercial acumen with experience supporting or owning renewals, retention, expansion and customer growth.
- Experience using customer health, product usage and engagement data to proactively drive adoption, identify risks and improve customer outcomes.
- Proven ability to build credibility with executive stakeholders including CHROs, CIOs, CFOs and senior business leaders.
- Experience leading Executive Business Reviews, strategic planning sessions and value realisation conversations.
- Strong multi-threaded stakeholder management across multiple functions and seniority levels.
- Experience working cross-functionally with Sales, Product, Engineering, Professional Services and Support to deliver customer outcomes.
- Experience supporting customers through complex change programmes, business transformation or technical implementations.
- Comfortable using AI and automation tools to improve productivity, account planning and customer engagement.
- Excellent communication, presentation and stakeholder management skills.
- Fluent in Dutch and English (written and spoken).
- Based in the Netherlands (within commutable distance to our Amsterdam office) and able to travel across the Benelux region as required.
Preferred Skills
- Experience working within HR Tech, HCM, HRIS or People Technology.
- Experience managing multinational Enterprise customers.
- Experience working within a multi-product SaaS platform.
- Familiarity with value-selling methodologies such as MEDDPICC, MEDDIC, Sandler or similar.
- Experience using Customer Success platforms such as Gainsight, Totango, Vitally, Planhat or similar.
Pay range and compensation package
Join our village 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 alongside all of this:
- 25 days' holiday + Netherlands bank holidays, pro-rated
- Bob Balance Days — an additional company-wide day off after each quarter (4 days per year)
- Your birthday off + birthday gift
- 2 volunteering days per year
- Pension auto-enrolment from day one
- WFH equipment allowance
- Company share option plan
- Annual Headspace subscription
- Tax-benefit scheme allowing up to €1,000 of gross salary to be used for eligible expenses including e-bikes, gym memberships and meal boxes
- Employee referral programme and local/global company activities
And beyond the benefits, you'll join a company where you'll have the opportunity to make a real impact, grow your career, challenge yourself and help shape the future of work. We're building a company where everyone can do their best work, grow their careers and be themselves along the
