Customer Success Business Analyst

London, England, United Kingdom

6/7/2025

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 4,000 companies worldwide, including names like Fulham FC, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."

About the role:
As a Customer Success Business Analyst, you will serve as a bridge between business stakeholders and technology teams, helping to translate business needs into technical solutions and play a key role in helping leadership to make data-driven decisions. You will analyze processes, deep dive into our entire customer success domain (Upsells, Downsells, Uplift, Downlift and Churn), gather requirements, and contribute to the development of strategies and solutions that improve operational efficiency and drive business growth.
Job Requirements

• Bachelor's degree in Business, Finance, Information Technology or relevant work experience
• Proven experience of at least 4 years as a Business Analyst in the SaaS industry.
• Proficiency in data analysis tools such as Tableau, Snowflake, and Excel, including the ability to write and optimize queries, create dashboards, and automate reports.
• Strong knowledge in Salesforce.
• Strong analytical and problem-solving skills, and critical thinking skills.
• Familiarity with forecasting models, tools and processes.
• Familiarity with business analysis methodologies and tools, project management strategies, and stakeholder management.
• Excellent written and verbal communication skills in English, with the ability to distill complex ideas simply and effectively.

Job ResponsibilitiesWhat will you do?

• Collaborate with business stakeholders to understand their objectives and requirements.
• Develop and maintain dashboards to monitor CS KPIs and performance (individual/department level).
• Prepare executive summaries and presentations to communicate findings and recommendations to CS management
• Assist in analyzing productivity, looking at measures like attainment, NDR, GDR, renewal rate and many more to help our CS team reach their goals
• Analyze data to identify trends, patterns, and insights that can inform decision-making.
• Create detailed documentation of business requirements, processes, and workflows.
• Communicate insights effectively to stakeholders using data visualization tools.
• Provide regular updates on project status and issue resolution.
• Maintain effective communication with business stakeholders and project teams.
• Collaborate with cross-functional teams to identify and implement process improvements.

Job Benefits

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:

• 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 ***

BELONGING AT HIBOB

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 [email protected] 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.