Head of Customer Success

Job Title: Head of Customer Success

Location: Bengaluru

Experience: 18+ years

Role Purpose

Own and elevate the customer experience across top accounts by strengthening relationships, driving innovation and AI adoption, and ensuring consistently high-quality, satisfying delivery outcomes. Act as the strategic anchor for customer success, translating account goals into measurable improvements in relationship health, satisfaction, and delivery quality.

Key Responsibilities

●         Own end-to-end customer relationship management across top accounts, acting as the primary point of contact for strategic engagement

●         Drive relationship maturity, evolving engagements from transactional to strategic partnerships with key accounts

●         Drive the innovation charter across accounts, identifying and implementing initiatives that create differentiated value for customers

●         Own and drive implementation of the AI charter at top accounts, embedding AI-led solutions into customer engagements

●         Drive quality and customer satisfaction across the delivery lifecycle, ensuring consistent, predictable outcomes

●         Own the CSAT and NPS improvement agenda, setting targets and driving action plans to lift customer sentiment scores

●         Design and run regular governance cadences to track and resolve high-priority customer issues

●         Ensure quality of deliverables across accounts through proactive quality checks and delivery oversight

●         Partner with delivery and account leadership to pre-empt risks and resolve escalations before they impact the customer

●         Represent customer success in leadership reviews, providing visibility into account health, risks, and improvement plans

●         Build and maintain account health dashboards covering relationship maturity, CSAT/NPS, and delivery quality metrics

●         Act as an escalation point for critical customer issues requiring cross-functional resolution

●         Collaborate with sales/account teams to identify growth opportunities arising from strong customer relationships

Required Experience & Skills

●         18+ years in IT services / digital engineering, with significant experience in customer success, account management, or a similar client-facing leadership role

●         Proven track record of managing large enterprise accounts and driving CSAT/NPS improvement

●         Experience driving AI-led transformation or innovation charters within customer accounts

●         Strong governance and stakeholder management skills, with experience engaging CXO-level customer and internal stakeholders

●         Excellent communication, relationship-building, and executive presence

●         Prior experience in a Customer Success, Account Management, or similar leadership role preferred