• Manage and grow relationships with a portfolio of customers, acting as their primary point of contact • Engage proactively to understand each customer's goals and challenges, and build clear, measurable success plans • Ensure high retention, renewal, and satisfaction levels across the full customer lifecycle • Monitor customer health metrics, track success KPIs, and report customer outcomes to leadership • Identify churn risk early and lead recovery plans; identify and progress expansion and upsell opportunities • Maintain complete, accurate customer and renewal data in HubSpot • Advocate for the customer inside and provide structured product feedback to the team • Onboard new customers: configure their account, run training, and drive successful adoption • Conduct regular check-ins, account reviews, and quarterly business reviews (QBRs) via zoom to assess progress and plan next steps • Own renewals and maintain accurate renewal forecasts • Identify upselling and cross-selling opportunities, partnering with Sales to grow accounts • Manage customer inquiries and tickets in HubSpot Service Hub, meeting SLA targets • Log all communication, risks, actions, and renewal activity in HubSpot, and use that data to prioritise outreach • Serve as the liaison between customers and internal teams (Product, Sales, Support), and manage escalations to fast resolution

• Mentor and enable the team to exceed company growth and retention forecasts • Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs • Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals) • Ensure the CSMs exceed GitLab expectations in core knowledge, communication, and execution • Challenge the team and yourself to learn and grow as trusted advisors to customers continually • Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance • Manage resource assignments and staffing levels, including recruitment as needed • Identify and implement improvements to the processes and tools used • Develop senior-level relationships with customers • Partner with other team leaders to ensure the customer is supported in times of escalation • Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives • Oversee initiatives set forth in OKRs • Work together with the other managers to execute strategies and vision with the Director • Represent GitLab leadership and reflect our GitLab values in internal and external interactions

• 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.

Role Description 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 - 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 forward hiring and sourcing proposals with a clear business case. Qualifications - 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. Benefits - We operate with the benefits of a partnership without the complexities of a partnership. - Opportunities for outstanding employees to make partner and share in the profits. - Prioritize organic and sustainable growth. - Global career opportunities across the world. - Embrace flexibility with fully remote work and hybrid options in some countries. Company Description GoGlobal is the leading professional services company to guide, establish and manage global operations with compliance and confidence. We bring the human touch to entering new markets and consolidating vendors through a single point of management. With a presence in over 140 countries on six continents and growing, we make running a global business easy.