• 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.

Role Description We are building an AI-native Customer Success operating model from the ground up, and we’re looking for a hands-on builder/operator to help bring it to life. This role sits at the intersection of Customer Success, operations, AI, data, systems, and workflow design. The ideal candidate can take a clear business vision, rapidly prototype solutions, gather feedback, iterate quickly, and turn early ideas into scalable workflows that help the CS team operate with more speed, intelligence, and consistency. This is not a traditional CS Ops administration role or a pure strategy role. This person will be expected to build. You’ll work closely with CS leadership to design and implement AI-enabled workflows across: - Lifecycle management - Customer health - Risk detection - Renewal readiness - Executive engagement - EBR/QBR preparation - Digital engagement - Support deflection - CSM productivity What You’ll Do - Build AI-powered workflows, automations, prompts, templates, and tools that reduce manual work and improve CS execution. - Prototype and scale workflows such as automated EBR/QBR decks, renewal briefs, customer summaries, risk narratives, meeting prep, and next-best-action recommendations. - Help operationalize the CS operating model, including lifecycle stages, health and risk models, renewal readiness, executive engagement, customer prioritization, and value tracking. - Partner with CS, RevOps, Data, Support, Product, and other teams to connect the right data into the right workflows. - Work across systems such as Salesforce, Gainsight, Clari, Gong, Zendesk, Snowflake, Slack, Zoom, Google Workspace, Claude, ChatGPT, and other AI/automation tools. - Establish prompt structures, QA checks, feedback loops, and documentation to ensure AI outputs are useful, accurate, and scalable. - Gather feedback from CSMs and leaders, iterate quickly, and continuously improve workflows based on real team usage. - Help CSMs spend less time on manual reporting, prep, and coordination, and more time on high-value customer engagement. What Success Looks Like In the first 90 days, you will: - Learn the CS operating model, current workflows, core systems, and biggest pain points. - Identify the highest-impact opportunities for AI and automation across the CS lifecycle. - Ship several practical AI-enabled workflows that reduce manual CSM effort. - Build repeatable prompt, QA, and feedback processes. - Help operationalize core lifecycle, health, risk, renewal, or EBR/QBR workflows. - Demonstrate measurable impact on CSM productivity, consistency, or customer-facing output quality. Over time, you will help build a scalable AI and automation layer across the customer lifecycle and establish CS Ops as a strategic engine for scale, efficiency, and customer impact. Qualifications - 2–6+ years of experience in Customer Success Operations, Revenue Operations, Support Operations, Technical Account Management, Solutions Consulting, Customer Success, Technical Support, or a similar role. - Demonstrated experience using AI tools to build practical workflows, automations, internal tools, summaries, agents, or business processes. - Strong builder/operator mindset with a bias toward fast prototyping and iteration. - Comfort working with CRM, CS, support, revenue, or data systems. - Ability to take loosely defined ideas and turn them into structured execution. - Strong systems thinking across process, data, tools, and user experience. - Comfortable operating in ambiguity and making pragmatic tradeoffs. - Strong cross-functional communication and documentation skills. - High ownership, attention to detail, and willingness to incorporate feedback quickly. Preferred Experience - Hands-on experience with Salesforce, Gainsight, Gong, Clari, Zendesk, Slack, Zoom, Google Workspace, or similar GTM tools. - Experience with Claude, Claude Code, ChatGPT, Gemini, Cursor, Replit, or other modern AI tools. - Experience with automation tools such as Zapier, Make, Workato, n8n, Tray.io, or similar platforms. - Familiarity with Snowflake, SQL, data warehouses, BI tools, or data modeling concepts. - Experience building workflows that use CRM, call, support, product, or customer data. - Customer-facing experience in CS, Support, TAM, Solutions Consulting, or Technical Support. - Basic scripting, API, or low-code/no-code automation experience. - Experience administering or configuring GTM systems. Belonging & Inclusion Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability. Culture We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills. Open-minded If you got to this point, we hope you’re feeling excited about the job description you just read. Even if you don’t feel that you meet every single requirement, we still encourage you to apply. We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways. Bitsight also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email recruiting@bitsight.com . This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications. Additional Information for United States of America Applicants - Bitsight is committed to compliance with all fair employment practices regarding citizenship and immigration status. - Bitsight will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. - Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. - Qualified applicants with criminal histories will be considered for employment consistent with applicable law. - This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act. - The anticipated hiring base salary range for this position is US$78,980 to $117,000 annually for US-based employees. - This range reflects the minimum and maximum target for new hire salaries for the position across all US locations, is based on a full-time work schedule, and is Bitsight’s good faith estimate as of the date of this posting. - Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. - In addition to base salary, this role is eligible for participation in a bonus or commission plan and an equity grant. - Bitsight also offers a competitive benefits package, including but not limited to medical, dental, and vision insurance; paid parental leave; flexible time off; a 401(k) plan with employee and company contribution opportunities; life and disability insurance; and tuition reimbursement.