Head of Customer Success

Role overview

GoGlobal is hiring a senior customer-success leader to own the client journey after sale and through stable delivery. The role is responsible for creating a smooth onboarding experience, driving adoption, supporting retention, and acting as the main internal champion for each client within Delivery.

You will lead the Customer Success function across three connected areas: onboarding clients from post-sale through go-live, managing delivery vendors who carry out subcontracted work on GoGlobal’s behalf, and handling customer onboarding and support for the Client Portal. The role requires strong coordination across Customer Success Managers, the Onboarding team, delivery vendors, Products, Regional Product Owners, and Site Leads so that clients receive a consistent experience.

This position is best suited to a commercially minded leader who can manage senior client relationships, build scalable onboarding and support programmes, oversee a vendor network to a high standard, and align multiple teams around client outcomes.

Client onboarding: post-sale to go-live

• Take full ownership of onboarding from handover after the sale through launch, including kick-off, configuration, data migration, UAT, and cut-over, so clients start with a strong first impression.
• Be accountable for onboarding timing, quality, and readiness, ensuring each client reaches steady-state delivery without friction.
• Create playbooks and enablement materials that make onboarding more repeatable and scalable as the company expands.

Global partner network management

• Manage the vendors who deliver subcontracted services for GoGlobal, including local payroll, accounting, Employer of Record (EoR), and statutory filing and payment partners.
• Identify, select, onboard, govern, and strengthen vendor relationships while setting clear service levels, quality expectations, and commercial terms.
• Track vendor delivery performance, cost, and risk through regular reviews and service audits.
• Ensure broad jurisdictional coverage and continuity so the right delivery partner is available wherever clients need support.

Client portal onboarding and support

• Oversee client onboarding onto the Client Portal so users are properly set up, enabled, and confident using the platform.
• Develop a support operating playbook for the portal that delivers responsive, reliable help and a smooth everyday user experience.
• Use portal usage data and client feedback to inform product and delivery improvements.

Client advocacy and escalation handling

• Coordinate escalations across Products, Global Product Owners, Site Leads, and delivery vendors while representing the client internally as the single point of advocacy.
• Collect client feedback and contribute it to product and delivery planning.

Client acceptance and risk

• Work with Compliance Operations to make sure client acceptance, KYC, AML, and anti-fraud checks are completed properly at contract start and fit seamlessly into onboarding.

Team leadership

• Lead, coach, and develop the Customer Success Managers, Onboarding team, and Global Partner Network Management team, encouraging a service-focused and commercially aware culture.
• Plan team and vendor capacity against client demand and business growth, and propose hiring or sourcing plans with a clear business rationale.

Key performance indicators

• Time taken to onboard clients to live status.
• Net Promoter Score from clients.
• Vendor service-level achievement and delivery quality.
• Portal support speed and customer satisfaction.

Requirements

The role calls for deep experience in customer success, account management, onboarding, or client-delivery leadership, ideally gained in a B2B professional-services, SaaS, BPO, or shared-services environment.

Additional requirements and preferred experience

• 15 or more years of relevant experience.
• Bachelor’s degree in Business or a related discipline, or equivalent practical experience.
• Strong ability to build trust and communicate with senior client stakeholders.
• Track record of managing onboarding programmes and delivering successful go-lives at scale.
• Hands-on experience managing vendors or outsourcing partners, including selection, governance, SLA tracking, and commercial oversight, preferably in payroll, accounting, EoR, or statutory filing and payment services.
• Working understanding of KYC, AML, and client-acceptance compliance and how these steps fit into onboarding.
• Ability to coordinate across product, delivery, vendor, and revenue teams to achieve results.
• Experience leading and developing client-facing and support teams.
• Strong written, verbal, and presentation skills.
• Comfort using AI-assisted tools and openness to growing AI literacy as the function evolves.
• Preferred: experience building or scaling a customer-success, onboarding, or vendor-management function.
• Preferred: experience running a client-portal or digital support operation.
• Preferred: familiarity with customer-success tools and CRM systems.
• Preferred: additional language skills.

Additional information

Location: EMEA. The employment setup is full-time and onsite. No salary, stipend, number of openings, start date, or application deadline was specified.