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- Tasks: Lead the Customer Success function and deliver exceptional outcomes for our clients.
- Company: Join a leading UK mobile infrastructure services company focused on innovation.
- Benefits: Enjoy competitive salary, 30 days holiday, hybrid working, and private healthcare.
- Why this job: Shape customer experiences and drive impactful change in a dynamic environment.
- Qualifications: Extensive leadership experience in telecoms or digital infrastructure required.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 72000 - 84000 £ per year.
Our Vision: Continue to be the leading UK mobile infrastructure services company. Our Mission: To be famous for excellence in delivery, embracing transformation with our people and our customers at its heart. We are at an exciting time in our company's development. We’ve come a long way since we were first formed in 2012. From the rollout of new technologies and managing complex legislation affecting the industry, we are leading the conversation on innovation and developing sharper solutions to serve our customers better. We collaborate as a team to meet the high standards expected of us and demand the best of ourselves through our values.
About the Role
Take the lead in shaping Cornerstone's Customer Success function across our Growth portfolio. Your mission: deliver exceptional customer outcomes through flawless onboarding, proactive engagement, and seamless transition into service operations. You’ll be the strategic architect of a diverse delivery ecosystem—choosing the right partners, balancing cost, speed, and quality, and defining clear roadmaps for integration or migration when business priorities demand it. Drive diversification with confidence, precision, and scale.
Key Responsibilities
- Lead delivery excellence across the New Business portfolio, from concept to full-scale deployment.
- Build a high-performing delivery model, blending internal teams, partners, and third parties for maximum impact.
- Maintain strategic control, ensuring every pathway delivers measurable commercial and operational success.
- Define and embed the Customer Success vision, creating a culture of value and advocacy.
- Establish and lead the Growth PMO, driving visibility, financial discipline, and execution rigor.
- Develop smart frameworks for make/buy/partner decisions to optimize speed, cost, and quality.
- Provide assurance and insight through robust reporting and risk management for senior leadership.
- Champion the customer voice, ensuring priorities shape every decision.
- Design frictionless customer journeys, connecting onboarding, adoption, and refresh into one seamless experience.
- Manage strategic partners with clear SLAs and performance metrics.
- Ensure operational readiness, coordinating smooth handovers to Service Management.
- Implement governance and dashboards, giving full portfolio visibility and control.
- Drive continuous improvement, leveraging data insights and lessons learned to raise the bar.
What you bring
- Extensive leadership experience in programme and portfolio delivery within telecoms, digital infrastructure, or engineering sectors.
- Proven ability to manage complex, multi-party delivery ecosystems and outsourced models.
- Strong commercial acumen with exceptional negotiation skills.
- Degree in Engineering, Business, or equivalent experience.
- Strategic thinker with a delivery-focused mindset.
- Commercially disciplined and partnership-savvy.
- Skilled at balancing pace, risk, and quality across multiple delivery routes.
- Builds clarity and trust across internal and external teams.
- Pragmatic leader who turns complexity into actionable outcomes.
What we offer
- Competitive salary and an excellent bonus structure
- 30 days holiday
- Competitive pension scheme
- Hybrid working
- Life insurance
- Cycle to Work
- Retail Discount
- Competitive refer a friend scheme
- Private Healthcare Insurance
Equity, Diversity, and Inclusion
Our commitment to Equity, Diversity, and Inclusion (EDI) is fundamental to our success. We strive to cultivate an inclusive environment where every employee feels valued, respected, and empowered. By embracing unique perspectives and experiences, we drive innovation and drive our organisation forward, therefore, we recognise the importance of welcoming applications from candidates of all backgrounds. We want to ensure everyone is able to present their best self throughout the recruitment process so if you require any adjustments, please let us know.
Head of Customer Success employer: Cornerstone
Contact Detail:
Cornerstone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want to see you shine, so practice common interview questions and think about how your experience aligns with their mission of excellence in delivery.
✨Tip Number 3
Showcase your achievements! When discussing your past roles, focus on specific outcomes and how you’ve driven success. We love to see candidates who can demonstrate their impact and value.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who align with our values and vision.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about shaping our Customer Success function and delivering exceptional outcomes for our customers.
Tailor Your Experience: Make sure to highlight your relevant experience in programme and portfolio delivery, especially in telecoms or digital infrastructure. We’re looking for someone who can manage complex delivery ecosystems, so be specific about your achievements!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on how your skills align with our mission of excellence in delivery and customer engagement.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to join our team.
How to prepare for a job interview at Cornerstone
✨Know the Company Inside Out
Before your interview, dive deep into the company's mission, vision, and values. Understand their position in the telecoms and digital infrastructure sectors, and be ready to discuss how your experience aligns with their goals. This shows genuine interest and helps you connect your skills to their needs.
✨Showcase Your Leadership Skills
As a Head of Customer Success, you'll need to demonstrate your extensive leadership experience. Prepare specific examples of how you've successfully managed complex delivery ecosystems and led teams to achieve exceptional customer outcomes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect questions that assess your strategic thinking and problem-solving abilities. Think about potential challenges in customer success and how you would address them. Be ready to discuss frameworks for make/buy/partner decisions and how you would ensure operational readiness during transitions.
✨Emphasise Continuous Improvement
Highlight your commitment to driving continuous improvement through data insights and lessons learned. Share examples of how you've implemented governance and dashboards in previous roles to enhance visibility and control. This will resonate well with their focus on delivering measurable commercial and operational success.
