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. If you're currently an employee at GSMA, please apply internally using the GSMAHub by clicking on ‘Jobs Hub’ in your main Dashboard. About the GSMA The GSMA is a global organisation unifying the mobile ecosystem to discover, develop and deliver innovation foundational to positive business environments and societal change. Our vision is to unlock the full power of connectivity so that people, industry, and society thrive. Representing mobile operators and organisations across the mobile ecosystem and adjacent industries, the GSMA delivers for its members across three broad pillars: Industry Services and Solutions, Connectivity for Good, and Outreach. Connectivity for Good engages members, governments and civil society, to advance positive policy and spectrum outcomes, facilitate digital innovation to reduce inequalities in our world, and tackle todays’ biggest societal challenges such as digital inclusion, climate change and sustainability. Industry Services and Solutions underpins the technology and interoperability that make mobile work. Via our projects, working groups and promotional activities we facilitate the industry’s focus on areas such as 5G, Mobile IoT, fraud and security. And our technical services offer tools, data and resources to enable even more efficient and robust mobile experiences for users. Outreach provides the world’s largest platform, convening and informing the mobile ecosystem, at MWC Barcelona, Shanghai, Los Angeles and the M360 series, and through Mobile World Live and GSMA Intelligence with breaking news, insights and expert analysis. We invite you to find out more at gsma.com.