Head of Customer Success
Job Title: Head of Customer Success
Location: Bengaluru
Experience: 18+ years
Role Purpose
Own and elevate the customer experience across top accounts by strengthening relationships, driving innovation and AI adoption, and ensuring consistently high-quality, satisfying delivery outcomes. Act as the strategic anchor for customer success, translating account goals into measurable improvements in relationship health, satisfaction, and delivery quality.
Key Responsibilities
● Own end-to-end customer relationship management across top accounts, acting as the primary point of contact for strategic engagement
● Drive relationship maturity, evolving engagements from transactional to strategic partnerships with key accounts
● Drive the innovation charter across accounts, identifying and implementing initiatives that create differentiated value for customers
● Own and drive implementation of the AI charter at top accounts, embedding AI-led solutions into customer engagements
● Drive quality and customer satisfaction across the delivery lifecycle, ensuring consistent, predictable outcomes
● Own the CSAT and NPS improvement agenda, setting targets and driving action plans to lift customer sentiment scores
● Design and run regular governance cadences to track and resolve high-priority customer issues
● Ensure quality of deliverables across accounts through proactive quality checks and delivery oversight
● Partner with delivery and account leadership to pre-empt risks and resolve escalations before they impact the customer
● Represent customer success in leadership reviews, providing visibility into account health, risks, and improvement plans
● Build and maintain account health dashboards covering relationship maturity, CSAT/NPS, and delivery quality metrics
● Act as an escalation point for critical customer issues requiring cross-functional resolution
● Collaborate with sales/account teams to identify growth opportunities arising from strong customer relationships
Required Experience & Skills
● 18+ years in IT services / digital engineering, with significant experience in customer success, account management, or a similar client-facing leadership role
● Proven track record of managing large enterprise accounts and driving CSAT/NPS improvement
● Experience driving AI-led transformation or innovation charters within customer accounts
● Strong governance and stakeholder management skills, with experience engaging CXO-level customer and internal stakeholders
● Excellent communication, relationship-building, and executive presence
● Prior experience in a Customer Success, Account Management, or similar leadership role preferred