Head of Customer Success
Our Vision: Continue to be the leading UK mobile infrastructure services company.
Our Mission: To be famous for excellence in delivery, embracing transformation with our people and our customers at its heart.
We are at an exciting time in our company's development. We've come a long way since we were first formed in 2012. From the rollout of new technologies and managing complex legislation affecting the industry, we are leading the conversation on innovation and developing sharper solutions to serve our customers better. We collaborate as a team to meet the high standards expected of us and demand the best of ourselves through our values.
About the Role
Take the lead in shaping Cornerstone's Customer Success function across our Growth portfolio. Your mission: deliver exceptional customer outcomes through flawless onboarding, proactive engagement, and seamless transition into service operations.
You'll be the strategic architect of a diverse delivery ecosystem-choosing the right partners, balancing cost, speed, and quality, and defining clear roadmaps for integration or migration when business priorities demand it. Drive diversification with confidence, precision, and scale.
Key Responsibilities:
•Lead delivery excellence across the New Business portfolio, from concept to full-scale deployment.
•Build a high-performing delivery model, blending internal teams, partners, and third parties for maximum impact.
•Maintain strategic control, ensuring every pathway delivers measurable commercial and operational success.
•Define and embed the Customer Success vision, creating a culture of value and advocacy.
•Establish and lead the Growth PMO, driving visibility, financial discipline, and execution rigor.
•Develop smart frameworks for make/buy/partner decisions to optimize speed, cost, and quality.
•Provide assurance and insight through robust reporting and risk management for senior leadership.
•Champion the customer voice, ensuring priorities shape every decision.
•Design frictionless customer journeys, connecting onboarding, adoption, and refresh into one seamless experience.
•Manage strategic partners with clear SLAs and performance metrics.
•Ensure operational readiness, coordinating smooth handovers to Service Management.
•Implement governance and dashboards, giving full portfolio visibility and control.
•Drive continuous improvement, leveraging data insights and lessons learned to raise the bar.
What you bring
•Extensive leadership experience in programme and portfolio delivery within telecoms, digital infrastructure, or engineering sectors.
•Proven ability to manage complex, multi-party delivery ecosystems and outsourced models.
•Strong commercial acumen with exceptional negotiation skills.
•Degree in Engineering, Business, or equivalent experience.
•Strategic thinker with a delivery-focused mindset.
•Commercially disciplined and partnership-savvy.
•Skilled at balancing pace, risk, and quality across multiple delivery routes.
•Builds clarity and trust across internal and external teams.
•Pragmatic leader who turns complexity into actionable outcomes.
What we offer
•Competitive salary and an excellent bonus structure
•30 days holiday
•Competitive pension scheme
•Hybrid working
•Life insurance
•Cycle to Work
•Retail Discount
•Competitive refer a friend scheme
•Private Healthcare Insurance
Our commitment to Equity, Diversity, and Inclusion (EDI) is fundamental to our success. We strive to cultivate an inclusive environment where every employee feels valued, respected, and empowered. By embracing unique perspectives and experiences, we drive innovation and drive our organisation forward, therefore, we recognise the importance of welcoming applications from candidates of all backgrounds.
We want to ensure everyone is able to present their best self throughout the recruitment process so if you require any adjustments, please let us know.