Head of Customer Success

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GoGlobal

WebsiteLinkedInAll Job Openings

51 - 200 employees

👥 HR Tech

🏢 Enterprise

📋 Compliance

HR Tech • Enterprise • Compliance

GoGlobal is a leading provider of global human resources management solutions, specializing in services such as global hiring, employee onboarding, payroll management, and compliance with international regulations. As an Employer of Record (EOR), GoGlobal allows businesses to hire and manage talent worldwide without the complexities and legal risks involved in international employment. Their platform enables clients to attract, hire, and retain the best talent while ensuring compliance with local labor laws across various countries. By offering expert HR consulting and support, GoGlobal helps companies expand globally, explore new markets, and manage transactions smoothly. The company is committed to providing comprehensive HR solutions that facilitate global business operations, making it easier for businesses to thrive internationally.

📋 Description

• 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. • 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. • 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. • 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. • 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. • 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. • Onboarding time-to-live. • Client NPS. • Vendor SLA attainment and delivery quality. • Client Portal support responsiveness and customer satisfaction.

🎯 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.