The Service Partner Success team sits within the Customer Services & Experience department in HiBob. Within CSX, we are responsible for helping our customers maximise the value of their investment in our product, Bob, by delivering exceptional services which enhance their experience and drive business success.

The team provides strategic direction and support to HiBob’s Service Partners, who are an extension of the HiBob village and deliver value to HiBob customers 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 have a vital role in the scaling & maturity of this function within HiBob. You will support our partners and customers to deploy and drive customer adoption within HiBob.

Acting as a key contact for our partners, you will coordinate with other departments to ensure that our partners have the skills and competency to support growing customer need & complexity, product offering, and unlock opportunities for differentiated services which enhance both customer value realisation and our Service Partners’ growth engines with HiBob.

Requirements

Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have enough experience, or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us. Learning and Development is at the heart of HiBob, so don’t exclude yourself if you don’t tick off all of the below items which are desirable, but not essential to have from day one.

• Proven working experience in Service Partner Success/Management, Professional Services or Delivery Management

• Solid understanding or experience in professional services and partnerships 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 organizational skills including attention to detail and multitasking skills

• A desire to work in a fast-paced startup environment

• A strong work ethic, growth mindset, integrity and desire to succeed

• Experience working with Salesforce & Web-based technologies

• Experience with tools including Slack, Zendesk and Tableau is advantageous, as is a background in HR/HRM

What will you do?

From the start you can expect to:

• Manage Partner Accounts & Engagement – Oversee a portfolio of partner accounts, ensuring successful engagement, performance, and growth by building strong relationships & understanding partner differentiators.

• Onboarding & Enablement – Support partners through their onboarding journey and connecting them to the right level & type of enablement to ensure HiBob customers achieve their business objectives through Bob.

• Sponsor Partner Performance – Track customer & HiBob feedback, oversee partner-managed project portfolio, driving improvements to ensure high service quality & 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 in the design and roll out a Delivery Assurance Program to safeguard delivery & 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 & Service Partner Success in commercial dialogue, ensuring customer confidence, optimal partner-resource alignment & collaborating to sponsor service proposal design, pitching & pricing for prospect, customer and partner success.

As you continue to grow into the role you will:

• Contribute, own & lead strategic initiatives within Service Partner Success which shape and evolve our growing program, and drive impact for HiBob’s CSX mission and purpose.