Partner Success Manager

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 3500 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.
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.
The Service Partner Success team sits within the Customer Services & Experience department in HiBob. Within CSX, we are responsible for helping our customers maximize the value of their investment in our product, Bob, by delivering exceptional services which enhance their experience and drive business success.
The Service Partner Success team is small, but mighty & global - consisting of talented individuals covering the roles of Partner Success Manager across EMEA, North America & APAC. 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 ensure the successful onboarding, business partnering, and management of HiBob's Service Partners to drive customer adoption and satisfaction. Acting as key liaisons, they coordinate across internal departments to equip partners with the skills & coaching needed to support customers throughout their lifecycle. As advocates for the value Service Partners bring to the HiBob ecosystem, they foster collaboration, influence opportunities, and ensure seamless partner integration into the HiBob village.
About You
As a HiBob Partner Success Manager, 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.
**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at least 2-3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!**
Base salaries for this role range from $110,500-$149,500 per year.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.
Job Requirements
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 Customer Success
• 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

Job Responsibilities
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.
• Monitor Partner Performance - Track customer feedback, oversee project portfolio managed by partner accounts, and drive improvements to ensure high service quality & KPI attainment.
• Check-ins & Progress Reviews - Prepare for and conduct regular scheduled partner check-ins, QBRs, portfolio management reviews, and service pipeline planning. Measure and report on partner delivery performance across key project governance metrics, as well as key competencies. Conduct lessons-learned diagnostics to enhance partner success strategies and improve overall service delivery.
• Implementation Success - Work closely with partners and internal teams to ensure smooth, successful customer implementations, handovers and information exchange.
• 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 & Optimisation - 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.
• Project Pipeline & Resource Allocation - Collaborate with internal Professional Services teams to review the project pipeline and make strategic partner allocations based on capacity, resourcing, seasonal demand, partner expertise, customer specialisation, and forecasting needs.

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.

Benefits
Join our village
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, and pre-IPO equity alongside all of this:

• Stock options at a high-growth unicorn startup
• 100% subsidized medical, dental, and vision coverage for employees
• 401(k) with a 3% company match starting from Day 1
• Hybrid working model for bobbers in the NY metro area
• 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 - 3 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Annual Headspace subscription and wellness benefits
• Two social impact days per year for volunteering
• Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus
• Fun and frequent social events (in-person and virtual)
• We love birthdays - take the day off and receive a special gift
• Dog-friendly office

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!