Head of CCaaS Customer Success

Job Title

Head of CCaaS Customer Success

At Concentrix Catalyst, we’re looking for a strategic, commercially minded Head of CCaaS Customer Success to own the full customer value journey for our Contact Centre as a Service (CCaaS) platform, from first engagement through to long-term retention and expansion.

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.

In This Role, You Will

Lead customer engagement end-to-end, from discovery and solution design through to adoption, retention and expansionOwn the CCaaS solution narrative across pre-sales cycles, including demos, RFPs and proof-of-conceptsBuild compelling ROI and TCO cases that connect platform capability to real business outcomesEstablish structured success plans aligned to key metrics such as CSAT, AHT, utilisation and contact deflectionDevelop scalable playbooks for onboarding, QBRs, adoption and risk managementBuild and lead a high-performing team across Solutions Engineering, Customer Success and OnboardingPartner with Sales and Managed Services to identify and drive expansion opportunitiesLead 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.

We’re Looking For Someone Who Brings

8+ years’ experience in Customer Success, Account Management, or Professional ServicesProven leadership experience building and scaling high-performing teamsDeep expertise in CCaaS platforms and contact centre operationsStrong commercial acumen, with ownership of renewal and growth targetsConfidence engaging C-suite stakeholders and leading executive conversationsThe ability to translate complex technical capabilities into clear business valueA 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.

If you’re ready to lead from the front and shape the future of customer experience, we’d love to hear from you.