Customer Success Operations Manager



Customer Service, Sales & Business Development, Operations
London, UK
Posted on Monday, June 24, 2024


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 1500 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 Monzo, Happy Socks, Gong, 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.

What will you do?

We are seeking a highly motivated and experienced Customer Success Operations Manager to join our fast-growing team. As a key member of our CS Operations team, you will be responsible for overseeing and managing cross-functional projects E2E—from discovery to implementation.

In addition, you will play a crucial role in designing and optimising our customer success processes. You will work closely with stakeholders across the CS department to identify and translate business needs into effective and scalable solutions.

Ideal candidates will combine technical and system analysis skills with business application experience, an understanding of business processes and a customer-facing approach, and, most importantly, the ability to turn vision into reality.

If you are passionate about business process optimisation, have experience working with Salesforce, possess strong technical and system analysis skills, and have a proven track record of managing cross-functional projects, we would love to hear from you!

Your day-to-day responsibilities will include:

  • Plan, design and manage cross-functional projects E2E, ensuring successful delivery.
  • Own CS (customer success) business processes - drive for process optimization, automation, and continuous improvement initiatives. Identifying opportunities for efficiency and innovation within our systems and processes.
  • Implementing processes and frameworks related to our SMB clients.
  • Setting up automated messaging through the use of CS and marketing tools
  • Building dashboards/reports to track key metrics.
  • Management of software facilitates CSM Ops activities and improves efficiency.
  • Implement automated playbooks and milestones to scale tech touch customer base.
  • Coordinate build cross-functional processes (with Product, Engineering, Support, Services, and Sales) to support the team in meeting renewal, upsell targets, and deliver on customers’ needs!
  • Translate business requirements/needs to detailed design docs across all layers: user stories, solution specs, process diagrams, KPIs measurement & tracking, and reporting.


Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. We'd still like to hear from you if you don’t have nearly enough experience or not all the skills. This could be the perfect fit for you and us.

What We'd Love To See

  • You’re tech-savvy and passionate about working in a fast-paced startup environment. You can adapt to changing circumstances, handle unexpected challenges, and pivot strategies as needed.
  • 3+ experience in Project Management, Information systems (technical background - a must!), and you desire to learn the products’ functionality
  • You have experience with relevant software tools and systems for operations management, such as Asana, Zendesk, ChurnZero, Pendo, and Tableau.
  • You have experience in implementing tools and scaling a CS organisation’s - A big advantage.
  • Strong Organisational Skills: The ability to organise workflows, resources, and schedules efficiently. Proven ability to lead teams without authority and drive complex and impactful changes
  • Analytical Thinking: An understanding of data analysis and the ability to use insights to optimise processes and drive informed decision-making is essential.
  • Attention to Detail: Ensuring accuracy in processes, documentation, and regulation compliance requires meticulous attention to detail.
  • Problem-Solving Skills: You should be adept at identifying issues, analysing root causes, and implementing solutions to enhance efficiency and overcome challenges.
  • You have an interest in the HR Tech industry
  • Great interpersonal and communication skills to drive change across functional and business boundaries

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:

  • Company share options plan - every employee can eventually become a shareHolder
  • 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***


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 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.