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 Partner Success Manager, you'll play a key role in helping HiBob's Service Partners deliver exceptional implementation experiences for our customers.
Our Service Partners are specialist implementation consultancies who work as an extension of HiBob's Professional Services team, helping customers successfully implement Bob.
Rather than delivering customer implementations yourself, you'll enable our partners to deliver consistently high-quality services by building trusted relationships, driving delivery excellence and supporting continuous improvement across our partner ecosystem.
This is a highly collaborative role that sits at the intersection of Professional Services, Sales, Customer Success and our Service Partners. You'll influence without direct authority, using strong relationship management, commercial awareness and operational expertise to help partners succeed and ensure customers receive a seamless implementation experience.
We're looking for someone who understands how SaaS Professional Services organisations operate and enjoys improving delivery quality, building relationships and solving operational challenges in a fast-growing environment.

We're looking for someone who combines strong Professional Services experience with excellent relationship-building and communication skills.

You'll ideally have:

• Experience working in SaaS Professional Services, Delivery Management or Service Delivery.
• Experience overseeing delivery quality, governance or implementation portfolios rather than solely delivering projects yourself.
• A strong understanding of Professional Services operations, including delivery governance, customer satisfaction and continuous improvement.
• Excellent stakeholder management skills, with the confidence to build trusted relationships across customers, partners and internal teams.
• Strong communication and presentation skills, with the ability to influence and collaborate across a highly matrixed organisation.
• Commercial awareness and experience working alongside Sales or Customer Success teams to support successful customer outcomes.
• A proactive mindset with a passion for improving processes, solving problems and helping others succeed.
• Experience with Salesforce or similar CRM platforms.

Nice to have

• Experience working with implementation or consulting partners.
• Experience in HR technology or HRIS.
• Familiarity with Tableau, Zendesk or Slack.

What you'll do

As a Partner Success Manager, you'll help ensure HiBob's implementation partners consistently deliver outstanding customer experiences. You'll work closely with partners and cross-functional teams to improve delivery quality, optimise operations and support the continued growth of our partner ecosystem.

Build trusted partner relationships

• Own a portfolio of Service Partners, developing trusted relationships and understanding each partner's strengths, capabilities and areas for growth.
• Act as the primary point of contact for your partners, helping them succeed as an extension of HiBob's Professional Services organisation.

Drive delivery excellence

• Monitor partner-managed implementations to ensure consistently high delivery standards and positive customer outcomes.
• Use customer feedback, delivery insights and performance metrics to identify opportunities for improvement and support partners in strengthening their delivery capability.
• Champion HiBob's implementation methodologies and best practices to promote consistency across the partner network.

Support delivery planning and governance

• Partner with Professional Services to forecast demand, align partner capacity and ensure customers are matched with the right implementation partner.
• Use delivery data and operational insights to improve governance, accountability and overall service quality across the region.

Collaborate across the customer journey

• Work closely with Sales, Professional Services and Customer Success to ensure a seamless customer experience from pre-sales through implementation and handover.
• Support pre-sales conversations by providing guidance on partner fit, delivery approach and service proposals.

Resolve complex delivery challenges

• Act as an escalation point for partner and customer delivery issues, bringing together the right stakeholders to achieve timely resolution.
• Build strong collaborative relationships across internal teams and partner organisations to remove blockers and maintain delivery momentum.

Help us scale

• Contribute to strategic initiatives that strengthen HiBob's Partner Success programme, improving governance, documentation, delivery processes and quality assurance.
• Help shape how our partner ecosystem evolves as HiBob continues to grow.