Head of Customer Success & Project Management

About the Role

We are seeking a strategic and hands-on Head of Customer Success & Project Management to lead our client-facing delivery function in the fast-evolving world of Data and Artificial Intelligence. This role is responsible for ensuring successful implementation of AI solutions, data platforms, and analytics initiatives for our global clients. You will lead a high-performing services team, drive delivery excellence, and scale operations to support rapid growth while ensuring measurable client impact.

Key Responsibilities

• Leadership & Strategy
• Define and execute the overall strategy for Customer Success in alignment with company goals.
• Lead, mentor, and scale the services delivery team, including project managers, project teams and customer success managers.
• Executive Engagement & Advocacy
• Serve as the executive sponsor for key strategic accounts.
• Build trusted relationships with C-level stakeholders to drive long-term partnerships and value co-creation.
• Portfolios Management
• Oversee the end-to-end execution of strategic customer success programs and initiatives, ensuring timely delivery and measurable impact.
• Implement and manage large-scale initiatives such as customer journey optimization, digital success programs, and customer health automation.
• Track and manage cross-functional dependencies, risks, and KPIs for ongoing programs.
• Drive continuous improvement through retrospectives, structured feedback loops, and agile delivery principles.
• Ensure high levels of transparency and accountability through structured reporting, dashboards, and executive briefings.
• Client Success
• Ensure delivery excellence, achieving high client satisfaction and measurable business outcomes for clients.
• Build strong executive relationships with key customers, serving as a trusted advisor.
• Act as an escalation point for critical client issues to ensure swift resolution.
• Revenue & Growth
• Drive services revenue through successful upsell, cross-sell, and renewal initiatives.
• Collaborate closely with Sales, Account Management, and Project management teams to develop tailored solutions for customers.
• Establish and manage key metrics around project profitability, utilization, revenue realization, and customer satisfaction.
• Operational Excellence
• Oversee forecasting, capacity planning, resourcing, and margin optimization across services projects.
• Implement systems, processes, and tools to improve efficiency and scalability of services delivery.
• Manage budget planning and cost control for the Professional Services organization.
• Innovation & Continuous Improvement
• Lead initiatives to evolve the services portfolio in response to market changes, customer needs, and technological advancements.
• Drive a culture of continuous learning, operational improvement, and service innovation.

Key Qualifications

• 15+ years of experience in professional services, consulting, or client delivery roles
• Proven success managing multi-disciplinary services teams in high-growth environments across industries such as finance, healthcare, telecom, and retail.
• Track record of building and scaling service organizations while maintaining high customer satisfaction and strong financial performance.
• Strong understanding of project management, resource planning, client engagement strategies, and operational KPIs.
• Executive presence and excellent relationship management skills with C-suite clients.
• Highly organized, results-driven, and adept at problem-solving in fast-paced environments.
• Bachelors in a technical degree

Preferred Skills

• Experience working with cross-functional teams including Sales, Project Management, and Customer Success.
• Proficiency in project management tools and methodologies
• Change management expertise and experience leading organizational transformation.