Head of CCaaS Customer Success
Core
Strategic leadership role owning the full customer value journey for a Contact Centre as a Service (CCaaS) platform, driving adoption, retention, and expansion from pre-sales through to long-term growth.
Role type
Senior leadership Head of Customer Success
Builds
Customer success frameworks, team structures, and scalable playbooks for enterprise and mid-market clients
Domain
Contact Centre as a Service (CCaaS) and AI-driven customer experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Success leadership, pre-sales partnership, ROI/TCO case building, team scaling, executive stakeholder management, CCaaS platform expertise, contact centre operations knowledge
Preferred skills
AI-powered contact centre capabilities, workforce management, customer success platforms (Gainsight, Salesforce), compliance frameworks
Technologies
AI-powered virtual agents, omnichannel routing, analytics, workforce optimisation
Responsibilities
Lead end-to-end customer engagement from discovery to expansion, own the CCaaS solution narrative in pre-sales cycles, build structured success plans aligned to key metrics, develop scalable playbooks for onboarding and QBRs, build and lead a high-performing team, partner with Sales to drive expansion, lead executive-level customer conversations
Seniority
Senior, hands-on IC with leadership mandate