Head – Customer Success / Account Management / Client Partner

Role Overview

We are looking for a seasoned leader to head our Customer Success function for Digital Transformation Services.

This role is aligned with a Client Partner / Account Director profile in leading services organizations, with end-to-end ownership of:

• Client relationships
• Account growth (farming)
• Delivery alignment
• Account profitability

The candidate will drive long-term strategic partnerships, high retention, and expansion of enterprise accounts, ensuring successful delivery of digital transformation programs.

Key Responsibilities

1. Account Leadership & Growth

• Own and grow a portfolio of strategic / enterprise accounts
• Drive account expansion through new initiatives in digital transformation
• Develop and execute account growth strategies and roadmaps
• Identify opportunities across technology transformation, modernization, and innovation initiatives

2. Client Relationship Management

• Build strong relationships with CXOs, Business Heads, and Technology Leaders
• Act as a trusted advisor on digital transformation journeys
• Lead QBRs, MBRs, and executive governance forums
• Ensure high client engagement and satisfaction

3. Delivery Oversight & Execution Alignment

• Collaborate with Delivery / Engineering teams to ensure:
  • High-quality execution
  • SLA adherence
  • Timely delivery of transformation programs
• Ensure smooth transition from sales to delivery
• Act as escalation point for critical client issues

4. Customer Success & Retention

• Drive client retention and long-term engagement
• Track account health metrics such as:
  • Engagement
  • Delivery performance
  • Client satisfaction
• Proactively identify risks and implement mitigation strategies

5. Revenue & Commercial Ownership

• Own revenue targets from existing accounts
• Drive renewals, contract expansions, and margin improvement
• Lead commercial discussions, proposals, and negotiations

6. Team Leadership & Capability Building

• Build and lead a team of Customer Success Managers / Account Managers
• Define KPIs, goals, and performance frameworks
• Mentor team on client engagement, strategic selling, and delivery alignment

7. Governance & Reporting

• Establish governance frameworks for account performance and delivery reviews
• Track key metrics:
  • Revenue growth
  • Account profitability
  • Retention & churn
• Present regular updates to leadership

8. Cross-Functional Collaboration

• Work closely with:
  • Sales teams for account expansion
  • Delivery teams for execution excellence
  • Leadership teams for strategic alignment
• Ensure seamless end-to-end customer lifecycle management

Must-Have Skills & Experience

Domain Expertise

• Strong experience in Digital Transformation / IT Services / Consulting organizations
• Proven track record of managing and growing enterprise accounts
• Experience in delivering large-scale digital transformation programs
• Strong understanding of:
  • Technology consulting
  • Modernization initiatives
  • Enterprise delivery models

Role Background

• Experience in roles such as:
  • Account Director
  • Client Partner
  • Engagement Manager
  • Customer Success Leader (Services)

Leadership & Business Skills

• Strong stakeholder management (CXO-level)
• Excellent commercial acumen and negotiation skills
• Proven team leadership and scaling experience
• Strategic thinking with strong execution focus

Good-to-Have

• Experience with global clients (US / Europe markets)
• Exposure to cloud, data, AI, or platform-led transformation initiatives
• Experience managing multi-million-dollar accounts

KPIs / Success Metrics

• Client Retention Rate
• Revenue Growth from Existing Accounts
• Expansion Revenue (Upsell / Cross-sell)
• Customer Satisfaction (CSAT / NPS)
• Churn Rate
• Account Health Score
• Renewal Rate
• Pipeline from Existing Accounts