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Head of Customer Success

4 weeks ago
United Kingdom, Poland, United Arab Emirates, South Africa, Singapore, Hong Kong
Full-time
Lead
Customer Success
Customer and Technical Support
CRM
Apply Now
GoGlobal

GoGlobal

GoGlobal Technologies Inc. is an online survey specialist company that custom builds online surveys for organizations to conduct internet market research.

Professional Services
View All Jobs 14

Description

  • Own client onboarding end to end from post-sale handover through go-live, including kick-off, configuration, data migration, UAT, and cut-over.
  • Ensure onboarding timelines, quality, and readiness are managed so clients reach steady-state delivery cleanly.
  • Build playbooks and enablement materials that make onboarding repeatable and scalable.
  • Manage client-delivery vendors across payroll, accounting, Employer of Record, and statutory filing/payment services.
  • Source, select, onboard, govern, and develop vendor relationships while setting SLAs, quality standards, and commercial terms.
  • Monitor vendor performance, cost, and risk through recurring service audits and reviews.
  • Own Client Portal onboarding and support so clients are enabled and confident using the platform.
  • Design a Client Portal support playbook to ensure responsive, high-quality day-to-day support.
  • Coordinate escalations across product, Global Product Owners, Site Leads, and delivery vendors as the client’s advocate.
  • Lead, mentor, and develop the Customer Success, Onboarding, and Global Partner Network Management teams, while planning capacity and hiring needs.

Requirements

  • 15+ years of experience in customer success, account management, onboarding, or client-delivery leadership.
  • Experience in a B2B professional-services, SaaS, BPO, or shared-services environment, preferred.
  • Bachelor’s degree in Business or a related field, or equivalent experience.
  • Strong client relationship and executive-engagement skills with senior stakeholders.
  • Proven onboarding and programme-management capability, including delivering clean go-lives at scale.
  • Proven vendor or outsourcing management experience, including selecting and governing delivery vendors to SLAs and commercial terms.
  • Working awareness of KYC, AML, and client-acceptance compliance in onboarding.
  • Cross-functional orchestration skills 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 openness to building AI literacy.
  • Experience scaling a customer-success, onboarding, or vendor-management function, preferred.
  • Experience running a client-portal or digital customer-support function, preferred.
  • Familiarity with customer-success tooling and CRM, preferred.
  • Additional language proficiency, preferred.

Benefits

  • Fully remote work, with hybrid options in some countries.
  • Opportunity to become a partner and share in profits.
  • No equity plans or stock options.
  • A stable, long-term environment with no VC or private equity pressure.
  • Global career opportunities across roles and locations.
  • A collaborative, cross-border team culture.
  • Transparent monthly financial updates.
  • Flexible working built on trust rather than rigid office routines.

Interested in this position?

Apply directly on the company website

Apply Now

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