A senior leadership role responsible for building and leading the Customer Success function across a fast‑growing portfolio. The Head of Customer Success ensures customers achieve their desired outcomes through seamless onboarding, engagement, delivery, and transition into operational service. You will orchestrate a multi‑party delivery ecosystem, balancing cost, speed, quality, and capability to scale new products and services effectively.
Responsibilities of the Head of Customer Success include:
* Lead programme and project delivery across the New Business portfolio, from proof‑of‑concept to full deployment.
* Build and govern a multi‑channel delivery model using internal teams, partners, and third‑party providers.
* Maintain strategic oversight of delivery pathways, ensuring commercial and operational control.
* Define and embed the Customer Success strategy and vision.
* Establish and lead the PMO, ensuring financial control, delivery discipline, and portfolio visibility.
* Develop make/buy/partner frameworks to optimise speed, cost, and quality.
* Provide delivery assurance, performance reporting, and risk management to senior leadership.
* Champion customer advocacy and ensure delivery decisions reflect customer priorities.
* Design seamless customer journeys in partnership with Product Management.
* Manage third‑party delivery partners with clear SLAs and performance frameworks.
* Oversee operational readiness and handover into service management.
* Implement governance, dashboards, and reporting for portfolio control.
* Drive continuous improvement through data‑led insights and lessons learned.
The successful Head of Customer Success will have:
* Extensive leadership experience in programme or portfolio delivery within telecoms, digital infrastructure, or engineering.
* Strong understanding of outsourced delivery models, partner governance, and contract structures.
* Proven ability to manage complex, multi‑party delivery ecosystems.
* Strong commercial acumen and negotiation skills.
* Experience establishing PMO and delivery frameworks in fast‑scaling environments.
* Excellent communication and influencing skills at executive and partner level.
* Degree in Engineering, Business, or equivalent experience.
* Strategic thinker with a delivery‑focused mindset.
* Confident balancing pace, risk, and quality across multiple delivery routes.
* Builds trust, clarity, and accountability across internal and external teams.
* Pragmatic leader who simplifies complexity and drives action.
To apply for the Head of Customer Success, please send your CV to caroline.kennedy@projectpeople.com
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