Head - Customer Success

Role Summary:
We are seeking an experienced and strategic Head of Customer Success to lead our customer success initiatives within the Infrastructure, Transport & Real Estate division. This role will be instrumental in driving customer retention, satisfaction, and growth by ensuring our clients derive maximum value from our offerings. You will build and manage a high-performing team, develop and implement best-in-class customer success strategies, and foster strong, long-term relationships with our key stakeholders.

Key Responsibilities:
- Develop and execute a comprehensive customer success strategy aligned with company objectives and market needs.
- Lead, mentor, and grow a team of customer success managers, fostering a culture of customer-centricity and continuous improvement.
- Define and track key customer success metrics (e.g., NPS, churn rate, customer lifetime value, adoption rates) and report on performance to senior leadership.
- Proactively identify and address customer needs, challenges, and opportunities to ensure successful project delivery and long-term engagement.
- Collaborate with Sales, Product, and Operations teams to ensure a seamless customer journey from onboarding to renewal.
- Drive customer advocacy programs and gather feedback to inform product development and service enhancements.
- Manage escalations and resolve complex customer issues effectively and efficiently.
- Develop and implement robust onboarding processes for new clients.
- Stay abreast of industry trends and best practices in customer success and the infrastructure sector.