The Customer Success Lead is accountable for establishing and scaling a consistent Customer Success capability across the HSS Business Unit, ensuring post‑go‑live value realisation, adoption, and renewal risk management across RBUs.
This role partners with Delivery Leads, Support, GTM Practices, and Product to create a closed‑loop operating model from implementation to outcomes, using structured health metrics and proactive engagement to improve client experience, reduce escalations, and protect renewal and expansion potential.

Key Responsibilities

Customer Success Operating Model
• Define the global Customer Success model for HSS (roles, playbooks, engagement cadence, health scoring, QBR approach).
• Clarify handoffs from Delivery to Customer Success and from Support into Customer Success for proactive risk management.
• Set standards for post‑go‑live value tracking, adoption programs, and renewal governance.

Client Outcomes & Retention
• Own c...