Head of Client Success

About the Role

We are seeking a strategic and hands-on
Head of Strategic Projects & Customer Success
to lead our client-facing delivery function in the fast-evolving world of Data and Artificial Intelligence. This role is responsible for ensuring successful implementation of AI solutions, data platforms, and analytics initiatives for our global clients. You will lead a high-performing services team, drive delivery excellence, and scale operations to support rapid growth while ensuring measurable client impact.

Key Responsibilities

• Leadership & Strategy
• Define and execute a global delivery strategy aligned with growth objectives.
• Build and scale high-performing teams to support large enterprise customers.
• Innovate service offerings to align with emerging AI trends and customer needs.
• Lead, mentor, and scale the services delivery team across competencies to work as one unit.
• Create and implement best practices for service delivery, resource management, project governance, and operational excellence.
• Client Success
• Ensure delivery excellence, achieving high client satisfaction and measurable business outcomes for clients.
• Build strong executive relationships with key customers, serving as a trusted advisor.
• Build scalable customer support frameworks to maximize satisfaction and adoption.
• Act as an escalation point for critical client issues to ensure swift resolution.
• Revenue & Growth
• Drive services revenue through successful upsell, cross-sell, and renewal initiatives in collaboration with Sales.
• Collaborate closely with Sales, Account Management, and Project management teams to develop tailored solutions for customers.
• Establish and manage key metrics around project profitability, utilization, revenue realization, and customer satisfaction.
• Collaboration
• Partner with competencies (Engineering, Data, AI and PMO), Solutions and Sales to align solutions with customer feedback.
• Support Sales & Solutions in scoping, pricing, and proposal development for successful delivery outcomes.
• Represent ADDO AI at industry events and client forums.
• Operational Excellence
• Oversee forecasting, capacity planning, resourcing, and margin optimization across services projects.
• Implement systems, processes, and tools to improve efficiency and scalability of services delivery.
• Manage budget planning and cost control for the Professional Services organization.
• Ensure strong governance on all client projects, effective escalations handling, risks mitigations and ensure visibility across professional services in the organization.
• Innovation & Continuous Improvement
• Lead initiatives to evolve the services portfolio in response to market changes, customer needs, and technological advancements.
• Drive a culture of continuous learning, operational improvement, and service innovation.

Key Qualifications

• 15+ years of experience in professional services, consulting, or client delivery roles
• Proven success managing multi-disciplinary services teams in high-growth environments across industries such as finance, healthcare, telecom, and retail.
• Track record of building and scaling service organizations while maintaining high customer satisfaction and strong financial performance.
• Strong understanding of project management, resource planning, client engagement strategies, and operational KPIs.
• Executive presence and excellent relationship management skills with C-suite clients.
• Highly organized, results-driven, and adept at problem-solving in fast-paced environments.
• Bachelors in a technical degree

Preferred Skills

• Experience working with cross-functional teams including Engineering, Sales, Project Management, and Customer Success.
• Proficiency in building processes and ensuring their smooth execution with strong governance
• Change management expertise and experience leading organizational transformation.