Head of Customer Success

Job Description

At GoGlobal, the Head of Customer Success owns the client journey from post‑sale through steady‑state delivery — ensuring a clean onboarding, strong adoption, high retention, and a single‑threaded advocate for every client inside Delivery.

You lead the Customer Success function and are accountable for three connected pillars of scope: client onboarding from post‑sale to go‑live; management of the client‑delivery vendors who perform subcontracted work on our behalf; and Client Portal customer onboarding and support. Across all three you keep the client experience joined‑up — working through the Customer Success Managers, the Onboarding team, and our delivery vendors, and partnering closely with products, Regional Product Owners, and Site Leads.

This role suits a commercially minded customer‑success leader who can build relationships at executive level, run scalable onboarding and support programmes, manage a network of delivery vendors to a high standard, and orchestrate across functions to make clients successful.

ResponsibilitiesClient Onboarding (Post‑Sale to Go‑Live)

• Own client onboarding end to end, from post‑sale handover through to go‑live — kick‑off, configuration, data migration, UAT, and cut‑over — setting a confident first impression of the service.
• Hold clear accountability for onboarding timelines, quality, and readiness, ensuring every client reaches steady‑state delivery cleanly.
• Build playbooks and enablement that make onboarding repeatable and scalable as the business grows.

Global Partner Network Management

• Own management of the client‑delivery vendors who perform subcontracted work on GoGlobal’s behalf — including local payroll, accounting, Employer of Record (EoR), and statutory filing and payment vendors.
• Source, select, onboard, govern and nurture relationships with these vendors, setting clear SLAs, quality standards, and commercial terms, and holding them accountable for the delivery outcomes clients experience.
• Monitor vendor performance, cost, and risk through recurring service audits and reviews.
• Maintain coverage and continuity across jurisdictions, ensuring the right vendor is in place wherever clients need delivery.

Client Portal Onboarding & Support

• Own the client onboarding experience onto the Client Portal, ensuring clients are set up, enabled, and confident using the platform.
• Design a Client Portal customer support playbook, ensuring responsive, high‑quality help and a smooth day‑to‑day experience for portal users.
• Feed portal usage insight and client feedback into the product and delivery roadmaps to keep improving the experience.

Client Advocacy & Escalation

• Coordinate escalations across products, Global Product Owners, Site Leads, and delivery vendors on behalf of the client, acting as their single‑threaded advocate inside Delivery.
• Capture client feedback and feed it into the product and delivery roadmaps.

Client Acceptance & Risk

• Partner with Compliance Operations to ensure client acceptance, KYC, AML, and anti‑fraud checks are completed cleanly at contract start — these checks are owned by the Compliance Operations function in the current structure, and you ensure they integrate smoothly into the onboarding experience.

Team Leadership

• Lead, mentor, and develop the Customer Success Managers, the Onboarding team, and the Global Partner Network Management team, building a service‑oriented, commercially aware culture.
• Plan capacity across the function and the vendor network based on client demand and growth, putting forward hiring and sourcing proposals with a clear business case.

Key Performance Indicators

• Onboarding time‑to‑live.
• Client NPS.
• Vendor SLA attainment and delivery quality.
• Client Portal support responsiveness and customer satisfaction.

Qualifications

• 15+ years in customer success, account management, onboarding, or client‑delivery leadership, ideally in a B2B professional‑services, SaaS, BPO, or shared‑services environment.
• Bachelor’s degree in Business, or a related field (or equivalent experience).
• Strong client relationship and executive‑engagement skills — credible and confident in front of senior client stakeholders.
• Proven onboarding and programme‑management capability, delivering clean go‑lives at scale.
• Proven vendor / outsourcing management experience — selecting, governing, and holding delivery vendors accountable to SLAs and commercials, ideally across payroll, accounting, EoR, or statutory filing and payment services.
• Working awareness of KYC / AML and client‑acceptance compliance and how it fits into onboarding.
• Cross‑functional orchestration skills — able to drive outcomes across product, delivery, vendors, and revenue teams.
• Experience leading and developing client‑facing and support teams.
• Excellent communication and presentation skills.
• Comfort working with AI‑assisted tools and an openness to AI literacy as the function evolves.

Preferred

• Experience standing up or scaling a customer‑success, onboarding, or vendor‑management function.
• Experience running a client‑portal or digital customer‑support function.
• Familiarity with customer‑success tooling and CRM.
• Additional language proficiency is a plus.

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