At a Glance
- Tasks: Lead the client journey, ensuring smooth onboarding and high retention.
- Company: Join GoGlobal, a dynamic company focused on customer success.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Other info: Opportunity to work with AI tools and develop a thriving team culture.
- Why this job: Make a real impact by enhancing client experiences and driving success.
- Qualifications: 15+ years in customer success or related fields, strong leadership skills required.
The predicted salary is between 80000 - 100000 £ per year.
At Go Global, 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 Go Global’s behalf — including local payroll, accounting, Employer of Record (Eo R), 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, Saa S, 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, Eo R, 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.
- #J-18808-Ljbffr
Head of Customer Success employer: GoGlobal
At GoGlobal, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through comprehensive training programs and leadership development opportunities, ensuring that our team members thrive in their careers. Located in a vibrant area, we offer unique advantages such as flexible working arrangements and a strong focus on work-life balance, making us an attractive choice for those seeking meaningful and rewarding employment in the customer success field.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GoGlobal. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GoGlobal before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GoGlobal:Your cover letter is your chance to shine! Tell us why you want to work at GoGlobal specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GoGlobal!
How to prepare for a job interview at GoGlobal
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
