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:
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
