Head of Customer Success at Ness in Bangalore, India

Job description

• 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.

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

Requirements

• ● 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

Skills

Required

• Customer success
• Account management
• Client-facing leadership
• Governance
• Stakeholder management
• Communication
• Relationship-building
• Executive presence

Preferred

• AI-led transformation
• Innovation charters