Head of CCaaS Customer Success

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Job Description

This is a senior leadership role at the intersection of technology, customer experience and commercial growth. You’ll lead across pre-sales, onboarding, adoption and renewal, ensuring our enterprise and mid-market customers don’t just implement our platform, they realise measurable, lasting value from it.

You’ll partner closely with Sales from the earliest stages, shaping outcome-led solutions and acting as a trusted advisor throughout the sales process. From there, you’ll define how we deliver customer success at scale, building the frameworks, team and discipline needed to drive adoption, value realisation and long-term growth.

• Lead customer engagement end-to-end, from discovery and solution design through to adoption, retention and expansion
• Own the CCaaS solution narrative across pre-sales cycles, including demos, RFPs and proof-of-concepts
• Build compelling ROI and TCO cases that connect platform capability to real business outcomes
• Establish structured success plans aligned to key metrics such as CSAT, AHT, utilisation and contact deflection
• Develop scalable playbooks for onboarding, QBRs, adoption and risk management
• Build and lead a high-performing team across Solutions Engineering, Customer Success and Onboarding
• Partner with Sales and Managed Services to identify and drive expansion opportunities
• Lead executive-level customer conversations, articulating value and securing long-term commitments

You’ll also act as the authority on how customers get the most from the platform, combining deep technical knowledge with real world contact centre experience. You’ll define optimisation frameworks, guide best-practice adoption and ensure customers are leveraging capabilities like omnichannel routing, AI-powered virtual agents, analytics and workforce optimisation to maximum effect.

At the same time, you’ll stay close to emerging trends, particularly in AI-driven customer experience, ensuring both your team and your customers are always one step ahead.

• 8+ years’ experience in Customer Success, Account Management, or Professional Services
• Proven leadership experience building and scaling high-performing teams
• Deep expertise in CCaaS platforms and contact centre operations
• Strong commercial acumen, with ownership of renewal and growth targets
• Confidence engaging C-suite stakeholders and leading executive conversations
• The ability to translate complex technical capabilities into clear business value
• A collaborative, low-ego leadership style that builds trust across functions

Experience with AI-powered contact centre capabilities, workforce management, customer success platforms (such as Gainsight or Salesforce) and relevant compliance frameworks will be highly regarded.

This is an opportunity to define what great customer success looks like in a rapidly evolving CCaaS and AI landscape, and to build a function that directly drives customer outcomes, product innovation and commercial growth.

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