Head of Support & Customer Success

We are looking for a Head of Support & Customer Success to lead our post-implementation support strategy and ensure our clients receive world-class service after go-live.

Location

Sri Lanka

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Overview

You will build and manage a high-performing support team, own client relationships at a senior level, and drive continuous improvement across support processes.

Key Responsibilities

Lead and scale the Support & Customer Success function across all client engagements
Own end-to-end customer success strategy, from onboarding through post-go-live support
Build strong, trusted relationships with senior client stakeholders
Define and monitor SLAs, KPIs, and support processes to ensure service excellence
Manage escalations and critical incidents, coordinating with technical and delivery teams
Drive continuous improvement initiatives based on client feedback and support metrics
Mentor and develop a team of support and customer success professionals
Collaborate closely with Project Delivery, Technical, and Leadership teams and execute

Key Requirements

Proven experience in a senior Support, Customer Success, or Service Delivery leadership role
Strong background in the banking/financial technology sector (preferred)
Experience managing enterprise-level client relationships
Excellent communication, stakeholder management, and problem-solving skills
Ability to lead teams under pressure, particularly during critical periods (e.g., go-live, cutover)
Strong understanding of support processes, SLAs, and incident management frameworks
A hands-on, client-first mindset with a passion for building great customer experiences

Qualifications & Certifications

Bachelor’s degree in IT, Computer Science, Business Administration, or a related field
8+ years of experience in Support, Customer Success, or Service Delivery, with at least 5 years in a leadership role
ITIL Foundation certification (required); ITIL Intermediate/Expert preferred
Certifications such as PMP, Prince2, or Certified Customer Success Manager (CCSM) are an added advantage
Experience in the banking, fintech, or financial services preferred

Support Tools & Systems Experience

Hands-on experience with ITSM/ticketing platforms (e.g., ServiceNow, Jira Service Management, etc)
Working knowledge of reporting/dashboard tools (e.g., Power BI, Tableau) for SLA and performance tracking
Understanding of database and system monitoring basics to support technical escalations effectively