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 expansion Own the CCaaS solution narrative across pre-sales cycles, including demos, RFPs and proof-of-concepts Build compelling ROI and TCO cases that connect platform capability to real business outcomes Establish structured success plans aligned to key metrics such as CSAT, AHT, utilisation and contact deflection Develop scalable playbooks for onboarding, QBRs, adoption and risk management