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- Tasks: Lead and shape the Customer Success function for a high-profile client.
- Company: Join a dynamic team focused on customer outcomes and innovative delivery.
- Benefits: Competitive salary, career growth, and the chance to make a real impact.
- Why this job: Be a strategic leader driving customer success in a fast-paced environment.
- Qualifications: Extensive leadership experience in programme delivery and strong commercial acumen.
- Other info: Opportunity to work with diverse teams and enhance your professional skills.
The predicted salary is between 48000 - 72000 £ per year.
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.
- Implement governance frameworks, dashboards, and reporting processes for portfolio control.
- Drive continuous improvement through lessons learned, data-led insights, and capability building.
- Extensive leadership experience in programme/portfolio delivery within telecoms, digital infrastructure, or engineering 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.
Head of Customer Success in Reading employer: Project People
Contact Detail:
Project People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in Reading
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their goals, especially in customer success and delivery management.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've successfully led projects or teams, particularly in managing multi-party delivery ecosystems.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows your genuine interest in joining our team.
We think you need these skills to ace Head of Customer Success in Reading
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Head of Customer Success role. Highlight your leadership experience and any relevant projects you've led in customer success or programme delivery. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how you can drive results. Be sure to mention specific experiences that demonstrate your ability to manage multi-party delivery ecosystems.
Showcase Your Strategic Thinking: In your application, don’t forget to highlight your strategic mindset. We’re looking for someone who can define and embed a Customer Success vision, so share examples of how you've done this in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Project People
✨Know Your Customer Success Strategy
Before the interview, make sure you understand the company's approach to customer success. Familiarise yourself with their vision and how they define success for their clients. This will help you articulate how your experience aligns with their goals.
✨Showcase Your Leadership Experience
Prepare specific examples of how you've led teams in programme or portfolio delivery. Highlight your ability to manage multi-party ecosystems and how you've successfully navigated challenges in previous roles. This will demonstrate your strategic leadership capabilities.
✨Demonstrate Commercial Acumen
Be ready to discuss your experience with cost efficiency and quality optimisation. Think of instances where you've made decisions based on commercial insights and how that benefited your previous employers. This will show that you can balance pace, risk, and quality effectively.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations related to customer journeys or delivery pathways. Practice articulating your thought process and decision-making criteria, especially around onboarding and engagement strategies. This will showcase your problem-solving skills.
