Job description
Role Overview
Head of Customer Success at GoGlobal. The role owns the client journey from post-sale through steady-state delivery, ensuring clean onboarding, strong adoption, high retention, and executive-level advocacy for every client within the Delivery function.
Company Overview
GoGlobal is the leading professional services company guiding, establishing, and managing global operations with compliance and confidence. The company operates across over 140 countries on six continents, delivering Entity Solutions (entity establishment, corporate secretarial and directorship services, domicile services, dormancy and liquidation), HR Solutions (global recruitment, Employer of Record, Agent of Record, global benefits, global payroll, international HR consulting), and Finance Solutions (accounting and tax).
GoGlobal is privately owned, free from venture capital or private equity pressure, and committed to long-term sustainable growth rather than rapid scaling. The company operates with a hybrid partnership-corporate model offering employees the opportunity to become partners and share in profits. The culture prioritizes transparency, trust, fully remote and hybrid work options, organic growth, and collaborative cross-border teamwork.
Role Purpose
Lead the Customer Success function across three connected pillars: client onboarding from post-sale to go-live; management of client-delivery vendors performing subcontracted work; and Client Portal customer onboarding and support. Keep the client experience joined-up across Customer Success Managers, the Onboarding team, delivery vendors, products, Regional Product Owners, and Site Leads, ensuring every client reaches steady-state delivery cleanly and maintains high retention.
Key Responsibilities
Client Onboarding
- Own client onboarding end to end from post-sale handover through go-live, including kick-off, configuration, data migration, user acceptance testing, and cut-over.
- Set a confident first impression of the service through clean, high-quality onboarding execution.
- Hold clear accountability for onboarding timelines, quality, and readiness.
- Ensure 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 client-delivery vendors who perform subcontracted work on GoGlobal's behalf, including local payroll, accounting, Employer of Record, and statutory filing and payment vendors.
- Source, select, onboard, and govern relationships with these vendors.
- Set clear service-level agreements, quality standards, and commercial terms.
- Hold vendors 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, know-your-customer, anti-money-laundering, and anti-fraud checks are completed cleanly at contract start.
- Ensure compliance checks 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.
- Build a service-oriented, commercially aware culture.
- Plan capacity across the function and the vendor network based on client demand and growth.
- Put forward hiring and sourcing proposals with a clear business case.
Key Performance Indicators
- Onboarding time-to-live.
- Client NPS.
- Vendor service-level agreement attainment and delivery quality.
- Client Portal support responsiveness and customer satisfaction.
Qualifications & Experience
- 15+ years in customer success, account management, onboarding, or client-delivery leadership, ideally in a B2B professional services, SaaS, business process outsourcing, or shared services environment.
- Bachelor's degree in Business or a related field, or equivalent experience.
- Proven onboarding and programme-management capability, delivering clean go-lives at scale.
- Proven vendor and outsourcing management experience β selecting, governing, and holding delivery vendors accountable to service-level agreements and commercial terms, ideally across payroll, accounting, Employer of Record, or statutory filing and payment services.
- Working awareness of know-your-customer and anti-money-laundering compliance and how it fits into onboarding.
- Experience leading and developing client-facing and support teams.
Skills & Competencies
- Strong client relationship and executive-engagement skills β credible and confident in front of senior client stakeholders.
- Cross-functional orchestration skills β able to drive outcomes across product, delivery, vendors, and revenue teams.
- Excellent communication and presentation skills.
- Comfort working with AI-assisted tools and openness to AI literacy as the function evolves.
Additional Information
Preferred Experience
- 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 customer relationship management systems.
- Additional language proficiency.