Professional Services & Partner Delivery Lead

Job Description
About Us
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 5000 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Airtasker, Go Cardless, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
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.
Come and be you with us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. Come join us.
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.
Job Requirements
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.

Job Responsibilities
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.

Benefits
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, alongside all of this:

• Cash allowance for health insurance
• Annual vision allowance
• Annual Unmind 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!

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.