Job Description

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