Head of Customer Success

About This Opportunity

Our talent team is representing a confidential professional services organization in the United Kingdom. We are searching for a Head of Customer Success to own the complete client journey from post-sale through steady-state delivery—ensuring clean onboarding, strong adoption, high retention, and client advocacy throughout the delivery organization.

In this role, you will lead the Customer Success function and be accountable for three connected pillars: client onboarding from post-sale to go-live; management of client-delivery vendors who perform subcontracted work; and client portal onboarding and support. You will keep the client experience joined-up by working through Customer Success Managers, the Onboarding team, and delivery vendors, while partnering closely with product and operational leadership.

This position 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—including kick-off, configuration, data migration, UAT, and cut-over
• Hold clear accountability for onboarding timelines, quality, and readiness, ensuring every client reaches steady-state delivery cleanly
• Build playbooks and enablement materials that make onboarding repeatable and scalable as the business grows

Global Partner Network Management

• Own management of client-delivery vendors who perform subcontracted work, 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
• 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 and Support

• Own the client onboarding experience onto the client portal, ensuring clients are set up, enabled, and confident using the platform
• Design a customer support playbook for the portal, ensuring responsive, high-quality help and a smooth day-to-day experience
• Feed portal usage insight and client feedback into product and delivery roadmaps to drive continuous improvement

Client Advocacy and Escalation

• Coordinate escalations across products, regional product owners, site leads, and delivery vendors on behalf of the client
• Act as the client's single-threaded advocate inside the delivery organization
• Capture client feedback and feed it into product and delivery roadmaps

Client Acceptance and Risk

• Partner with compliance operations to ensure client acceptance, KYC, AML, and anti-fraud checks are completed cleanly at contract start
• Ensure these checks integrate smoothly into the onboarding experience

Team Leadership

• Lead, mentor, and develop the Customer Success Managers, Onboarding team, and Global Partner Network Management team
• Build a service-oriented, commercially aware culture
• Plan capacity across the function and vendor network based on client demand and growth
• Put forward hiring and sourcing proposals with clear business cases

Key Performance Indicators

• Onboarding time-to-live
• Client NPS
• Vendor SLA attainment and delivery quality
• Client portal support responsiveness and customer satisfaction

What We're Looking For

Required 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 and 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 openness to AI literacy as the function evolves

Preferred Qualifications

• 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 platforms
• Additional language proficiency is a plus

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to assess your qualifications and fit for the role. Qualified candidates will be presented to our client for consideration. Please do not attempt to contact the client directly—all communication and coordination will be managed through Get A Job.ai to ensure a professional and efficient process for everyone involved.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity

Get A Job.ai is committed to equal employment opportunity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.