Head of Customer Success

Project People; Reading; On-site; GBP 80,000 - 100,000; Full time

Job summary

A dynamic recruitment agency is seeking a Head of Customer Success to lead the Customer Success function across a high-profile client portfolio. This strategic leadership role involves ensuring customer satisfaction through effective delivery models, project management, and a focus on continuous improvement. The ideal candidate will possess extensive leadership experience, strong commercial acumen, and the ability to navigate complex delivery ecosystems. Join us to shape impactful customer journeys in a rapidly evolving landscape.

Qualifications

• Extensive leadership experience in programme/portfolio delivery within relevant sectors.
• Proven ability to manage multi-party delivery ecosystems.
• Strong negotiation skills.

Responsibilities

• Lead all programme and project delivery across the New Business portfolio.
• Build multi-channel delivery capability.
• Maintain oversight of delivery pathways.
• Define and embed Customer Success vision and strategy.
• Establish and lead the Growth PMO.

Skills

Leadership experience in programme delivery

Managing multi-party delivery ecosystems

Commercial acumen

Negotiation skills

Strategic orchestrator

Ability to balance pace, risk, and quality

Building trust across teams

Education

Degree in Engineering or Business

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.

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.
• soggior 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, verhu communication 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.

Project People is acting as an Employment Agency in relation to this vacancy.