Customer Success Lead

About the Role
  
Our client is searching for a Customer Success Lead to join a rapidly growing technology business that is transforming the delivery of complex construction and infrastructure projects. The organisation partners with leading contractors, developers, and asset owners, providing innovative solutions that improve project visibility, performance, and delivery outcomes.
This is a strategic leadership role for an experienced construction professional who combines deep industry expertise with exceptional stakeholder management skills. The successful candidate will lead the Customer Success function, ensuring clients realise maximum value from the organisation’s solutions while helping to shape and scale a world-class customer experience capability.
Working closely with both project teams and executive stakeholders, the role will play a critical part in client retention, business growth, and the continued evolution of the customer success function.
  
Key Responsibilities

• Lead and develop the Customer Success function, establishing best practices, scalable processes, and a high-performance, customer-focused culture.
• Own strategic client relationships across a portfolio of accounts, acting as a trusted advisor from onboarding through long-term adoption and account growth.
• Drive customer engagement, adoption, and value realisation, ensuring clients achieve measurable outcomes from the organisation’s solutions and services.
• Build strong relationships with stakeholders at all levels, from site-based project teams through to senior executives and board-level decision-makers.
• Translate operational performance, project insights, and customer feedback into meaningful discussions that support both client success and strategic decision-making.
• Identify and mitigate risks to customer satisfaction, retention, and adoption through proactive engagement and cross-functional collaboration.
• Partner with commercial teams to support account retention, expansion opportunities, and long-term revenue growth.
• Provide customer insight and market feedback to product, operations, and leadership teams to inform product development, service enhancement, and business strategy.
• Contribute to the ongoing development and scaling of the Customer Success organisation as the business continues its growth trajectory.

Requirements

• Significant experience within construction, engineering, infrastructure, mission-critical, or related project delivery environments.
• Proven track record of leading customer-facing teams and managing strategic client relationships within complex project-based environments.
• Deep understanding of large-scale construction or engineering programmes and the challenges faced by project stakeholders throughout the delivery lifecycle.
• Demonstrated ability to engage, influence, and build credibility with stakeholders ranging from site-based teams to senior executives and C-suite leaders.
• Strong leadership experience, including team development, coaching, performance management, and organisational scaling.
• Exceptional communication, presentation, and relationship-building skills.
• Commercially minded with experience supporting customer retention, growth, and long-term partnership development.
• Data-driven approach to customer success, performance measurement, and value creation.
• Passion for innovation, technology adoption, and driving positive change within the construction and built environment sectors.
• Adaptable, entrepreneurial, and comfortable operating within a fast-paced, high-growth organisation.