Head of Customer Success

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take full ownership of the client onboarding process from post-sale handover through to go-live, which includes kick-off, configuration, data migration, UAT, and cut-over, ensuring a positive first impression of the service.

• Maintain clear accountability for onboarding timelines, quality, and readiness, guaranteeing that each client achieves steady-state delivery seamlessly.

• Develop playbooks and enablement resources that enable scalable and repeatable onboarding as the business expands.

• Manage client-delivery vendors performing subcontracted work on GoGlobal’s behalf, which includes local payroll, accounting, Employer of Record (EoR), and statutory filing and payment vendors.

• Identify, select, onboard, govern, and cultivate relationships with these vendors, establishing clear SLAs, quality standards, and commercial terms while holding them accountable for the delivery outcomes experienced by clients.

• Evaluate vendor performance, costs, and risks through regular service audits and reviews.

• Ensure coverage and continuity across jurisdictions by having the appropriate vendor in place wherever clients require delivery.

• Oversee the client onboarding experience on the Client Portal, ensuring clients are set up, enabled, and confident in using the platform.

• Create a customer support playbook for the Client Portal, ensuring responsive, high-quality assistance and a smooth daily experience for portal users.

• Incorporate portal usage insights and client feedback into the product and delivery roadmaps to continually enhance the experience.

• Coordinate escalations among products, Global Product Owners, Site Leads, and delivery vendors on behalf of the client, acting as their dedicated advocate within Delivery.

• Gather client feedback and integrate it into the product and delivery roadmaps.

• Collaborate with Compliance Operations to ensure that client acceptance, KYC, AML, and anti-fraud checks are completed effectively at the start of the contract — with these checks managed by the Compliance Operations function, you will ensure they are seamlessly integrated into the onboarding experience.

• Lead, mentor, and develop the Customer Success Managers, the Onboarding team, and the Global Partner Network Management team, fostering a service-oriented and commercially aware culture.

• Plan capacity across the function and vendor network based on client demand and growth, presenting hiring and sourcing proposals with a robust business case.

• Monitor onboarding time-to-live.

• Track Client NPS.

• Evaluate vendor SLA attainment and delivery quality.

• Assess client portal support responsiveness and customer satisfaction.

⛳️ Requirements

• Over 15 years of experience in customer success, account management, onboarding, or client-delivery leadership, preferably in a B2B professional-services, SaaS, BPO, or shared-services environment.

• Bachelor’s degree in Business or a related field (or equivalent experience).

• Strong skills in client relationship management and executive engagement, exhibiting credibility and confidence in front of senior client stakeholders.

• Demonstrated onboarding and program management skills, successfully delivering clean go-lives at scale.

• Proven experience in vendor/outsourcing management, including selecting, governing, and holding delivery vendors accountable to SLAs and commercial agreements, ideally in payroll, accounting, EoR, or statutory filing and payment services.

• Familiarity with KYC/AML and client-acceptance compliance and its relevance to onboarding.

• Cross-functional orchestration abilities — capable of driving outcomes across product, delivery, vendors, and revenue teams.

• Experience in leading and developing client-facing and support teams.

• Excellent communication and presentation skills.

• Comfortable using AI-assisted tools and open to increasing AI literacy as the function evolves.

• Preferred: Experience in establishing or scaling a customer-success, onboarding, or vendor-management function.

• Preferred: Experience in managing a client portal or digital customer support function.

• Preferred: Familiarity with customer-success tools and CRM systems.

• Additional language proficiency is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Engaging and inclusive company culture.