North America Regional Head of Customer Success

Cubic Corporation; Memphis (TN); Sur place; USD 140 000 - 210 000; Plein temps

Résumé du poste

Cubic Corporation in Memphis is seeking a Regional Head of Customer Success to lead Global Services region, unifying Contact Center, Technology & Service Operations, Financial Services, and Field Services to deliver superior outcomes.

You will manage SDMs, TACs, BAs, and Release Management across programs, own regional escalation handling, drive improvements, and ensure alignment with Global Services standards while reporting to the Senior Director.

Qualifications

• Bachelor’s degree in Business, Engineering, Information Technology, or a related discipline.
• 12+ years of experience in service delivery, managed services, or mission-critical operations.
• Demonstrated experience managing complex, multi-program service portfolios in a matrixed environment.
• Proven track record of owning senior customer escalations and driving resolution across cross-functional teams.
• Strong ITIL-based service management expertise with practical application in live operational environments.
• Solid financial and commercial acumen, including cost-to-serve awareness and margin contribution understanding.
• Experience in transit, transportation systems, fare payments, or regulated technology environments.
• Demonstrated ability to lead and influence without direct authority across dotted-line and matrix reporting structures.
• Experience leading global or multi-region services in a matrixed organization.
• Exposure to PCI DSS, ISO 27001, or similar compliance and security frameworks.

Responsabilités

• Regional Customer Success Leadership – Serve as the senior customer success leader for the region, accountable for the quality, consistency, and outcome of all customer-facing service activity across deployment and operations.
• Deployment & Program Delivery Oversight – Ensure Lines of Service are mobilized, coordinated, and executing to contracted scope and schedule during active deployments.
• Service Operations & BAU Performance – Ensure contracted SLAs and KPIs are met or exceeded in steady-state operations.
• Escalation Ownership & Management – Own regional escalation management across all programs, providing timely resolution and structured updates to leadership.
• Cross-Line-of-Service Coordination – Coordinate service delivery across all four Lines of Service to ensure integrated outcomes.
• SDM Performance & Capability – Coach and oversee SDMs, drive governance, engagement, and escalation handling.
• Matrix Resource Coordination – Coordinate dotted-line resources across programs to remove blockers and align effort.
• Standardization & Continuous Improvement – Reinforce governance cadence, KPI frameworks, and service improvement methodologies.

Connaissances

Leadership

Program management

ITIL

Stakeholder management

Formation

Bachelor’s degree in Business/Engineering/IT

Outils

ITIL framework

Description du poste

Cubic Corporation in Memphis is seeking a Regional Head of Customer Success to lead Global Services region, unifying Contact Center, Technology & Service Operations, Financial Services, and Field Services to deliver superior outcomes.

You will manage SDMs, TACs, BAs, and Release Management across programs, own regional escalation handling, drive improvements, and ensure alignment with Global Services standards while reporting to the Senior Director.