Head of Customer Success - Telecoms

Head of Customer Success

Permanent

Theale/Home

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