Overview
The Service Partner Success team sits within the Customer Services & Experience department in HiBob. Within CSX we help our customers maximise the value of their investment in our product, Bob, by delivering exceptional services that enhance their experience and drive business success. The team provides strategic direction and support to HiBob's Service Partners – an extension of the HiBob village that delivers value through HR best practice, advisory and consultancy services and end‑to‑end implementation. Partner Success Managers set and uphold clear standards, ensure the right partner‑to‑customer match, and use data to govern performance and guide progression. By championing accountability, collaboration and continuous improvement they enable Service Partners to deliver a seamless One Bob experience at scale.
As a HiBob Professional Services & Partner Delivery Lead you will be responsible for the successful onboarding, strategic business partnering and management of our Service Partners. You will play a vital role in scaling and maturing this function, supporting partners and customers to deploy and drive adoption of HiBob, and coordinating with other departments to ensure partners possess the skills and competency needed to serve growing customer needs and complexity.
Key Responsibilities
- Manage Partner Accounts & Engagement – Oversee a portfolio of partner accounts, ensuring successful engagement, performance and growth by building strong relationships and understanding partner differentiators.
- Onboarding & Enablement – Support partners through their onboarding journey and connect them to the right level and type of enablement to ensure HiBob customers achieve their business objectives through Bob.
- Sponsor Partner Performance – Track customer and HiBob feedback, oversee partner‑managed project portfolio and drive improvements to ensure high service quality and KPI attainment.
- Regional Pipeline & Resource Governance – Own forecasting and strategic partner allocation across the region, aligning capacity and expertise to customer demand in partnership with Professional Services. Monitor delivery performance through regular reviews, using data and insights to optimise allocation, strengthen accountability and continuously elevate service quality.
- Implementation Success – Work closely with partners and internal teams to ensure smooth, successful customer implementations, handovers and information exchange, facilitating a strong customer experience in single‑team or blended delivery models.
- Delivery Model Advisory – Guide partners in creating, adopting and accelerating HiBob's standard delivery models. Advocate HiBob's best practice methodologies with assigned partners to drive consistency in service quality.
- Escalation Mediation – Manage partner and joint customer escalations to ensure a seamless issue resolution process, by connecting key stakeholders.
- Quality & Delivery Assurance – Apply quality assurance to all partner‑managed projects to measure and improve partner governance practices. Support the design and roll‑out of a Delivery Assurance Program to safeguard delivery and platform optimisation.
- External Representation – Represent HiBob at partner and industry events, strengthening relationships and advocating for partner success.
- Process Documentation & Optimization – Develop spreadsheets, diagrams and process maps to document needs, improve project delivery and drive process adoption.
- Pre‑Sales Support & Partner Alignment – Work closely with the Sales organisation during pre‑sales on partner‑allocated opportunities. Represent partners and Service Partner Success in commercial dialogue to ensure customer confidence, optimal partner‑resource alignment and collaborative service proposal design, pitching and pricing for prospect, customer and partner success.
- Strategic Initiative Leadership – Contribute to, own and lead strategic initiatives within Service Partner Success that shape and evolve the growing program, driving impact for HiBob's CSX mission and purpose.
Qualifications & Requirements
- Proven working experience in Service Partner Success/Management, Professional Services or Delivery Management.
- Solid understanding or experience in professional services and partnership functions.
- Commercial knowledge or experience pertaining to services, CS & SaaS.
- Proven experience working in SaaS Partner and customer‑first mentality.
- Excellent external‑facing and internal communication skills.
- Excellent written and verbal communication skills.
- Solid organisational skills with attention to detail and multitasking capabilities.
- Desire to work in a fast‑paced startup environment.
- Strong work ethic, growth mindset, integrity and desire to succeed.
- Experience working with Salesforce and web‑based technologies.
- Experience with Slack, Zendesk and Tableau is advantageous, as is a background in HR/HRM.
Benefits
- 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 set up your home office.
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment).
- Bob balance days – 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).
- Birthday leave and a special gift.
