Head of Customer Success - Telecoms

CompanyProject People

LocationTheale, England, United Kingdom

Posted At1/14/2026

UK Visa Sponsorship Analytics

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Occupation Type

Public relations and communications directors

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£77,200 (£39.59 per hour)

Occupation rate applies

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Description

Head of Customer Success

Permanent

Theale/Home

A senior leadership role responsible for building and leading the Customer Success function across a fast‑growing portfolio. The Head of Customer Success ensures customers achieve their desired outcomes through seamless onboarding, engagement, delivery, and transition into operational service. You will orchestrate a multi‑party delivery ecosystem, balancing cost, speed, quality, and capability to scale new products and services effectively.

Responsibilities of the Head of Customer Success include:

Lead programme and project delivery across the New Business portfolio, from proof‑of‑concept to full deployment.
Build and govern a multi‑channel delivery model using internal teams, partners, and third‑party providers.
Maintain strategic oversight of delivery pathways, ensuring commercial and operational control.
Define and embed the Customer Success strategy and vision.
Establish and lead the PMO, ensuring financial control, delivery discipline, and portfolio visibility.
Develop make/buy/partner frameworks to optimise speed, cost, and quality.

Provide delivery assurance, performance reporting, and risk management to senior leadership.

Champion customer advocacy and ensure delivery decisions reflect customer priorities.

Design seamless customer journeys in partnership with Product Management.

Manage third‑party delivery partners with clear SLAs and performance frameworks.

Oversee operational readiness and handover into service management.

Implement governance, dashboards, and reporting for portfolio control.

Drive continuous improvement through data‑led insights and lessons learned.

The successful Head of Customer Success will have:

Extensive leadership experience in programme or portfolio delivery within telecoms, digital infrastructure, or engineering.
Strong understanding of outsourced delivery models, partner governance, and contract structures.
Proven ability to manage complex, multi‑party delivery ecosystems.
Strong commercial acumen and negotiation skills.
Experience establishing PMO and delivery frameworks in fast‑scaling environments.
Excellent communication and influencing skills at executive and partner level.

Degree in Engineering, Business, or equivalent experience.

Strategic thinker with a delivery‑focused mindset.

Confident balancing pace, risk, and quality across multiple delivery routes.

Builds trust, clarity, and accountability across internal and external teams.

Pragmatic leader who simplifies complexity and drives action.

To apply for the Head of Customer Success, please send your CV to caroline.kennedy@projectpeople.com