Head of Customer Success

Head of Customer Success (Director level) - Permanent - Mobile Telecoms Infrastructure

Greater Reading Area - 3 days/week in office

We’re looking for a senior, commercially minded leader to build and lead a high-impact Customer Success function across a fast-growing New Business portfolio.

This role owns the end-to-end customer journey — from onboarding and delivery through to handover into operations — ensuring customers achieve real outcomes at pace and scale. You’ll act as the strategic orchestrator of a mixed delivery ecosystem, balancing internal teams, partners, and third parties to deliver high-quality, cost-effective results.

What you’ll be responsible for

• Leading all programme and project delivery from proof-of-concept to scaled deployment
• Defining and embedding a clear Customer Success vision and operating model
• Designing make/buy/partner strategies and managing multi-party delivery ecosystems
• Championing customer advocacy and seamless handover into service and operations
• Providing delivery assurance, risk management, and executive-level reporting

What we’re looking for

• Deep understanding of outsourced delivery and operational models, including performance management and contract structures.
• Extensive leadership experience in programme or portfolio delivery within mobile telecoms physical infrastructure (towers, masts, small cells etc)
• Strong commercial and negotiation skills with experience in make/buy decisions and partner governance.
• Ability to manage multi-party delivery ecosystems involving internal, external, and JV-based partners.
• Comfortable operating at exec level, turning complexity into action and accountability

This is a high-impact leadership role for someone who thrives on building capability, driving scale, and putting the customer at the heart of growth.