Enterprise Customer Success Manager
Hubli is a global platform that enables organizations to manage all meetings, events and group accommodation bookings in one place.
With the growing complexity of managing remote teams across the globe, it offers visibility, savings, and control for companies looking to streamline their in-person collaboration.
Hubli includes the ability to book over 350,000 spaces around the world to work, meet or stay, combined with enterprise level technology that manages employee access, usage, payments, sustainability and diversity policies.
We are considered the market leader in this rapidly growing space, powering bookings for some of the world's largest organizations including bp, Amazon, Bristol Myers Squibb, Pfizer, ASML and many more while also enjoying strategic reseller partnerships with global intermediary leaders, in both business travel and real estate.
Role Overview
This is a hands-on, high-impact Customer Success role for someone who thrives at the intersection of enterprise clients, SaaS technology, and commercial growth.
You will own the end-to-end success of large multinational clients, acting as their strategic partner from onboarding through long-term adoption and expansion. As the first dedicated Enterprise Customer Success Lead, you’ll have the autonomy to define best practice, build playbooks, and shape how Customer Success operates as the business scales globally.
You’ll support complex SaaS and API integrations, engage confidently with senior and C-level stakeholders, and use data, metrics, and AI-driven process optimisation to drive measurable value for clients and the business.
What You’ll Be Responsible For
*Enterprise Customer Success & Adoption
*Onboarding, integration, and long-term success of enterprise SaaS clients
*Build trusted relationships with senior and executive stakeholders
*Ensure clients are embedded and progressing in line with agreed commercial and technical terms
*Lead structured onboarding, adoption, and value-realisation programmes
*Run regular executive business reviews (QBRS) focused on KPIs, ROI, and outcomes
*Act as the primary escalation point, resolving issues while protecting the contracted scope and commercials with the client
Building the Function (Your Stamp on Things)
Create onboarding frameworks, playbooks, and repeatable processes
Define best practices for enterprise SaaS onboarding and adoption
Introduce metrics, tooling, and AI-driven workflows to scale Customer Success efficiently
Act as the voice of the customer into Product and Development
Growth, Expansion & Partnerships
Identify and drive upsell, cross-sell, and expansion opportunities
Work closely with Product and Development to shape new features
Support partner-led growth with organisations such as Amex, FCM, and Cytric
Contribute to RFPs, proposals, and enterprise pitches
Negotiate SLAs, scope changes, and commercial additions
Technical Onboarding & API Integration
Whilst you will not be directly responsible for the technical onboarding of new clients a deep understanding of the following would be advantageous to support new business.
*API integrations from kickoff to go-live
*Understanding of API documentation and best practices
*Validate authentication (API keys, OAuth, tokens)
*Support sandbox and test environments
*Coordinate with engineering on:
-Webhooks
-Data mapping & schema validation
-Error handling and retries
*Track integration readiness and ensure security and compliance standards are met
*Translate technical detail into business impact for non-technical stakeholders
Skills & Experience
Essential
*8–10+ years’ experience in Customer Success / Account Management within a SaaS environment
*Proven experience onboarding and scaling enterprise SaaS clients
*Strong technical capability across:
*API integrations
*Authentication methods
*Webhooks, data mapping, and integration troubleshooting
*Experience working directly with engineering and technical client teams
*Data-driven mindset with strong use of metrics and performance analysis
*Commercial confidence to manage scope creep, negotiate change, and identify new growth opportunities
*Excellent communication skills at senior and C-suite level
*Passion and experience using AI to optimise processes and workflows
Desirable
*Knowledge of corporate travel technology (GDS, OBTs, reporting platforms)
*Experience within MICE or complex enterprise event programmes
*Personal Attributes
*Technically credible, commercially astute, and customer-obsessed
*Influencing power to lead and present a cohesive, professional presentations and QBR Meetings – influencing with data and providing strategic recommendations
*Comfortable operating autonomously in a scaling business
*Strategic thinker with strong attention to detail
*Confident, resilient, and solutions-oriented
*Collaborative leader who enjoys building from the ground up
How Success Is Measured
*Enterprise client retention and satisfaction (NPS / CSAT)
*Adoption, usage, and value realisation metrics
*Revenue growth through upsells, cross-sell, and partners
*Successful delivery of SLAs, KPIs, and onboarding milestones
Why This Role?
This is a rare opportunity to own and shape Customer Success in a growing global SaaS business—combining enterprise relationships, deep technical work, commercial influence, and AI-led innovation.
If you enjoy building things, influencing product direction, and being trusted to lead, this role gives you the platform to do exactly that.