Head of Customer Success

Position: Head of Customer Success (Permanent)
We are seeking a dynamic Head of Customer Success to lead and shape the Customer Success function across one of our high profile clients, Growth portfolio. This is a strategic leadership role, responsible for ensuring customers achieve their desired outcomes through seamless onboarding, engagement, and handover into service management and operations.

As the orchestrator of a mixed delivery ecosystem, you will select and manage the best delivery and operational partners based on cost, time, quality, and capability, while defining clear roadmaps for integration or migration where strategic, commercial, or scale triggers justify it. You will ensure diversification is delivered with pace, precision, and scalability.

Key Responsibilities

Lead all programme and project delivery across the New Business portfolio, from proof-of-concept to scaled deployment.
Build and govern a multi-channel delivery capability, balancing internal, third-party, and partner-led delivery models.
Maintain strategic oversight of delivery pathways, ensuring commercial and operational control of outcomes.
Define and embed the Customer Success vision and strategy across the portfolio.
Establish and lead the Growth PMO, providing portfolio visibility, financial control, and delivery discipline.
Define make/buy/partner frameworks and decision criteria to optimize speed, cost efficiency, and quality.
Provide delivery assurance, performance reporting, and risk management to the executive team.
Champion customer advocacy and ensure delivery decisions align with customer priorities.
Architect seamless customer journeys, connecting onboarding, adoption, and refresh into a single, value-driven process.
Identify, contract, and manage third-party delivery agents with clear SLAs and performance frameworks.
Coordinate delivery handover and operational readiness with Service Management, defining acceptance criteria and escalation pathways.
Implement governance frameworks, dashboards, and reporting processes for portfolio control.
Drive continuous improvement through lessons learned, data-led insights, and capability building.

Skills & Experience

Extensive leadership experience in programme/portfolio delivery within telecoms, digital infrastructure, or engineering sectors.
Proven ability to manage multi-party delivery ecosystems and outsourced models.
Strong commercial acumen and negotiation skills.
Degree in Engineering, Business, or equivalent experience.
Strategic orchestrator with a delivery mindset.
Commercially disciplined and partnership-savvy.
Comfortable balancing pace, risk, and quality across multiple delivery routes.
Builds clarity and trust across internal and external teams.
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