Head of Customer Success

GoGlobal; United Kingdom; On-site; GBP 120,000 - 180,000; Full time

Job summary

GoGlobal is seeking a commercially minded Head of Customer Success to own the client journey from post-sale through steady-state delivery. You will lead onboarding, manage global delivery vendors, and ensure a joined-up client experience across CS, onboarding, and delivery teams.

You will build scalable onboarding programmes, govern vendor performance, and orchestrate cross-functional collaboration with product and regional leaders to drive client success at scale.

Qualifications

• 15+ years in customer success or onboarding leadership.
• Experience with B2B professional services/SaaS preferred.
• Strong executive engagement skills and credibility with senior stakeholders.

Responsibilities

• Own end-to-end client onboarding from post-sale to go-live.
• Lead vendor management for subcontracted delivery partners.
• Own Client Portal onboarding and support execution.
• Coordinate escalations across product, delivery, and vendor teams.
• Ensure compliance checks integrate with onboarding workflow.
• Lead and develop Customer Success and Onboarding teams.

Skills

Executive leadership

Onboarding program design

Vendor management

Cross-functional collaboration

Client relationship management

Executive communication

AI literacy

Education

Bachelor’s degree in Business or related field

Tools

CRM systems

Customer success tools

Job description

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.

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.

Qualifications

• 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.