Head of Customer Success

Job Description

Requirements

• •     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.
• ABOUT US:
• GoGlobal is the leading professional services company to guide, establish and manage global operations with compliance and confidence. We bring the human touch to entering new markets and consolidating vendors through a single point of management. With a presence in over 140 countries on six continents and growing, we make running a global business easy.
• Business & Corporate Services provided:
• - Entity Solutions: Entity establishment, Corporate secretarial & directorship services, Domicile services, Dormancy/Liquidation
• - HR Solutions: Global recruitment, Employer of Record (EOR), Agent of Record (AOR), Global benefits, Global payroll, International HR Consulting
• - Finance Solutions: Accounting & Tax
• For more information, please visit GoGlobal.com
• OVERVIEW
• As a privately owned company, we are free from the pressures of venture capital or private equity investors demanding exponential growth in unreasonable time frames.
• Sometimes, things just take time to do well. In our business, delivering great results is a process - and we're committed to doing it right.
• We are not for sale. We believe that financial success is a natural outcome of our work, not the primary goal. Unlike many investors who view money as a goal, our focus is on long-term growth and sustainable success.
• We are a global team, built for those who want to go further. Here's what your career at GoGlobal looks like:
• A company small enough for your voice to be heard meaningfully, yet large enough to make a global impact
• Collaborating with a diverse, global and supportive team
• Built for the long-haul - no VC or PE pressure, just a focus on sustainable growth
• WHY WE ARE DIFFERENT
• We Make Growing Your Career Possible
• - We operate with the benefits of a partnership without the complexities of a partnership. Our hybrid partnership-corporate model offers all employees the opportunity to become a partner, while maintaining a streamlined corporate structure so that decisions are made quickly.
• - We do not offer equity plans. As we are not for sale and are not chasing an exit, "stock options" hold little value in our business model. Instead, we provide opportunities for outstanding employees to make partner and share in the profits. We believe it's better to build lasting value than to chase a one-time payout.
• - We prioritize organic and sustainable growth. Expanding operations quickly by way of mergers and acquisitions might seem appealing, but the reality is integrating diverse cultures can be challenging. We're proud of our own culture and prefer to grow it our way.
• - We're global. We offer career opportunities across the world-whether it's new job roles or international locations
• - English is our official language, but for many, it's our second language. We embrace this and find it rewarding communicating with colleagues from all over the world.
• - We are not a family. We operate more like a high-performing sports team where each individual's contribution is crucial to our collective success.
• - We keep things simple and collaborative. Our structure makes it easy for teams to work together across borders so we can serve our clients with global needs more effectively. Unlike big, siloed companies, we work seamlessly to handle international deals without the headaches of territorial ownership.
• - We believe in transparency and trust. Every month, we share our financials with the team so everyone knows where we stand and what's coming next. It's all about open communication, building trust and emp

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.

Skills Required