Job Title: Head of Customer Success
Location: Bengaluru
Experience: 18+ years
Role Purpose
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.
Key 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
Required Experience & Skills
● 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
- 18+ years of experience in IT services or digital engineering
- Significant experience in customer success, account management, or a similar client-facing leadership role
- Experience managing large enterprise accounts
- Proven track record driving CSAT and NPS improvement
- Experience driving AI-led transformation or innovation charters within customer accounts
- Strong governance and stakeholder management skills
- 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
Ness Digital Engineering Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ness Digital Engineering and has not been reviewed or approved by Ness Digital Engineering.
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Healthcare Strength — Healthcare coverage is often positioned as comprehensive, with medical and dental described as strong in North America. Wellness programs are also emphasized as part of the core package.
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Flexible Benefits — Flexible or remote work options are frequently highlighted as part of the overall rewards experience. Learning and upskilling support is repeatedly framed as a meaningful benefit tied to the employee value proposition.
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Fair & Transparent Compensation — Pay is characterized as generally “okay to good,” with stronger packages appearing for certain senior roles and some U.S. positions. This suggests compensation can be market-aligned when role level and geography are favorable.
Ness Digital Engineering Insights
What We Do
Ness Digital Engineering, acquired by global investment firm KKR in 2022, is a full-lifecycle digital engineering firm offering digital advisory through scaled engineering services. Headquartered in New York, Ness serves our customers across 11 innovation hubs in the US, Eastern Europe, and India. Combining our core competence in engineering with the latest in digital strategy and technology, we seamlessly manage Digital Transformation journeys from strategy through execution to help businesses thrive in the digital economy. For more information, visit www.ness.com
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