Job Title: Head – Customer Success / Account Management / Client Partner
Experience: 12–18 Years
Location: Noida (Sec.129)
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:
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Client relationships
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Account growth (farming)
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Delivery alignment
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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
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Own and grow a portfolio of strategic / enterprise accounts
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Drive account expansion through new initiatives in digital transformation
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Develop and execute account growth strategies and roadmaps
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Identify opportunities across technology transformation, modernization, and innovation initiatives
2. Client Relationship Management
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Build strong relationships with CXOs, Business Heads, and Technology Leaders
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Act as a trusted advisor on digital transformation journeys
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Lead QBRs, MBRs, and executive governance forums
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Ensure high client engagement and satisfaction
3. Delivery Oversight & Execution Alignment
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Collaborate with Delivery / Engineering teams to ensure:
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High-quality execution
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SLA adherence
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Timely delivery of transformation programs
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Ensure smooth transition from sales to delivery
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Act as escalation point for critical client issues
4. Customer Success & Retention
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Drive client retention and long-term engagement
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Track account health metrics such as:
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Engagement
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Delivery performance
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Client satisfaction
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Proactively identify risks and implement mitigation strategies
5. Revenue & Commercial Ownership
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Own revenue targets from existing accounts
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Drive renewals, contract expansions, and margin improvement
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Lead commercial discussions, proposals, and negotiations
6. Team Leadership & Capability Building
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Build and lead a team of Customer Success Managers / Account Managers
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Define KPIs, goals, and performance frameworks
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Mentor team on client engagement, strategic selling, and delivery alignment
7. Governance & Reporting
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Establish governance frameworks for account performance and delivery reviews
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Track key metrics:
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Revenue growth
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Account profitability
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Retention & churn
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Present regular updates to leadership
8. Cross-Functional Collaboration
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Work closely with:
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Sales teams for account expansion
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Delivery teams for execution excellence
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Leadership teams for strategic alignment
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Ensure seamless end-to-end customer lifecycle management
Must-Have Skills & Experience
Domain Expertise
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Strong experience in Digital Transformation / IT Services / Consulting organizations
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Proven track record of managing and growing enterprise accounts
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Experience in delivering large-scale digital transformation programs
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Strong understanding of:
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Technology consulting
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Modernization initiatives
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Enterprise delivery models
Role Background
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Experience in roles such as:
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Account Director
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Client Partner
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Engagement Manager
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Customer Success Leader (Services)
Leadership & Business Skills
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Strong stakeholder management (CXO-level)
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Excellent commercial acumen and negotiation skills
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Proven team leadership and scaling experience
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Strategic thinking with strong execution focus
Good-to-Have
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Experience with global clients (US / Europe markets)
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Exposure to cloud, data, AI, or platform-led transformation initiatives
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Experience managing multi-million-dollar accounts
KPIs / Success Metrics
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Client Retention Rate
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Revenue Growth from Existing Accounts
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Expansion Revenue (Upsell / Cross-sell)
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Customer Satisfaction (CSAT / NPS)
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Churn Rate
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Account Health Score
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Renewal Rate
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Pipeline from Existing Accounts
