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Head of Customer Success

3 months ago
United Kingdom, Poland, United Arab Emirates, South Africa, Singapore, Hong Kong
Full-time
Lead
Customer Success
Customer and Technical Support
CRM
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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 16

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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