Job Opportunities API

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. Responsibilities 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 forwa