Head of Customer Success

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.
Responsibilities
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.
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.
Requirements

• 15+ years in customer success, account management, onboarding, or client-delivery leadership, ideally in a B2B professional-services, SaaS, BPO, or shared-serv