Head of Client Success, Services

Department: GSMA Industry Services

Team: Sales

Location: London

Position type: Permanent

What the hiring manager says

This role will lead the global Client Success function, managing a team of four Client Success Managers while directly overseeing major accounts worldwide. Drive retention, renewals, and commercial growth for accounts worth £10M+ annually, and implement scalable, automated processes to support global expansion. 

About the Team

GSMA Industry Services provide a comprehensive set of data and industry solutions aimed at empowering members, customers, and partners to gain valuable insights, boost revenue, minimise inefficiencies, and enhance customer satisfaction.

We work directly with a wide range of global entities — including telecommunications operators, insurance providers, fintech companies, and government organisations.

Our team is characterised by passion, expertise, and diligence, actively championing GSMA’s values in every customer interaction and internal collaboration.

About the role

The Head of Client Success is responsible for leading the Client Success team and ensuring exceptional service delivery across GSMA’s global client base. This role combines strategic leadership with hands-on account management for major global clients, driving renewals, revenue growth, and operational efficiency through automation and process optimisation. 

Key Responsibilities 

Leadership & Team Management 

• Manage and develop a team of four Client Success Managers, fostering a high-performance culture

• Set clear objectives, provide coaching, and ensure alignment with organisational goals

Strategic Account Management 

• Directly manage major global accounts, acting as the primary point of contact for strategic clients

• Build trusted relationships with senior stakeholders to maximise adoption and satisfaction

Commercial Accountability 

• Overall ownership of all renewals and commercially responsibility for accounts generating £10M+ annually

• Forecast renewal outcomes and ensure timely closure of contracts

• Renewals Debt – collaborating closely with the finance team to ensure the timely payment of renewals    

Revenue Growth 

• Drive upsell, cross-sell, and referral initiatives across major accounts

• Collaborate with Sales leadership on expansion strategies

Process Optimisation & Automation 

• Identify and implement automation solutions to streamline client success processes

• Develop scalable frameworks to support global growth and efficiency

Metrics & Reporting 

• Deliver against KPIs, including Renewal success rate, Retention revenue (£10M+ portfolio) and Upsell/Cross-sell growth targets 

• Provide regular reports on account health, team performance, and operational improvements

About You

• Proven experience in customer success, client retention, or account management roles — ideally within telecoms, technology, or data services sectors

• Ideally experience of leading a team of Client Success Managers

• Strong relationship-building and communication skills, with confidence engaging senior stakeholders

• Analytical mindset with the ability to transform data into actionable insights

• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot)

• Commercial acumen with a track record of managing high-value accounts (£10M+)

• Experience in process automation and operational scaling

About your skills

• Innovation - Strategic thinker with a customer-first mindset

• Commercial awareness - Results-driven and commercially focused

• Communication - Excellent communication and stakeholder management skills

• Analysis - Proactive problem solver with strong decision-making ability

• Agility - Highly organised and adaptable to a fast-paced, global environment

Contract type

Regular

Worker type

Employee

What We Offer

Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.

In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.

To learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.

Being You at the GSMA

We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The sucess of the GSMA year on year will continue to be contributed by people from all walks of life.

GSMA Values

Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.

Passionately driven

We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.

Insightful leaders

We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.

Stronger together

We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.

Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.