Head of Customer Success
Posted 2 days 11 hours ago by GoGlobal
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.
Client 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Onboarding time-to-live.
- Client NPS.
- Vendor SLA attainment and delivery quality.
- Client Portal support responsiveness and customer satisfaction.
- 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.
- 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.