Head of Customer Success

Job Description

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.\n\nAs 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.\n\nKey Responsibilities\n\nLead all programme and project delivery across the New Business portfolio, from proof-of-concept to scaled deployment.\nBuild and govern a multi-channel delivery capability, balancing internal, third-party, and partner-led delivery models.\nMaintain strategic oversight of delivery pathways, ensuring commercial and operational control of outcomes.\nDefine and embed the Customer Success vision and strategy across the portfolio.\nEstablish and lead the Growth PMO, providing portfolio visibility, financial control, and delivery discipline.\nDefine make/buy/partner frameworks and decision criteria to optimize speed, cost efficiency, and quality.\nProvide delivery assurance, performance reporting, and risk management to the executive team.\nChampion customer advocacy and ensure delivery decisions align with customer priorities.\nArchitect seamless customer journeys, connecting onboarding, adoption, and refresh into a single, value-driven process.\nIdentify, contract, and manage third-party delivery agents with clear SLAs and performance frameworks.\nCoordinate delivery handover and operational readiness with Service Management, defining acceptance criteria and escalation pathways.\nImplement governance frameworks, dashboards, and reporting processes for portfolio control.\nDrive continuous improvement through lessons learned, data-led insights, and capability building.Skills & Experience\n\nExtensive leadership experience in programme/portfolio delivery within telecoms, digital infrastructure, or engineering sectors.\nProven ability to manage multi-party delivery ecosystems and outsourced models.\nStrong commercial acumen and negotiation skills.\nDegree in Engineering, Business, or equivalent experience.\nStrategic orchestrator with a delivery mindset.\nCommercially disciplined and partnership-savvy.\nComfortable balancing pace, risk, and quality across multiple delivery routes.\nBuilds clarity and trust across internal and external teams.\nProject People is acting as an Employment Agency in relation to this vacancy