Regional Head of Customer Success - North America

Cubic Corporation

West Odessa (TX)

On-site

USD 180,000 - 240,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off and holidays

Job summary

Cubic Corporation is seeking a Regional Head of Customer Success (RHCS) to lead regional customer-facing programs within Global Services. You will direct Service Delivery Managers, Technical Account Managers, and related teams to ensure outcomes across four Lines of Service including Contact Center, Technology & Service Operations, Financial Services, and Field Services.

You will drive regional governance, standardization, and continuous improvement, aligning programs with Global Services

Qualifications

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

Responsibilities

Regional Customer Success Leadership – act as the senior customer success leader for the region, ensuring quality, consistency, and outcomes of all customer-facing service activity across deployment and operations; set the standard for customer engagement across all four Lines of Service.
Deployment & Program Delivery Oversight – oversee active deployment phases, including program change, BAU change, security change, and maintenance; coordinate readiness activities ahead of go-lives and change events; ensure SDMs are embedded and delivering proactive, high-quality engagement.
Service Operations & BAU Performance – ensure contracted SLAs and KPIs are met or exceeded; oversee performance, incident management, ticket resolution, escalation handling; provide regional performance visibility to leadership with risk flags and improvement initiatives.
Escalation Ownership & Management – own regional escalation management across all programs; act as primary escalation point for SDMs; coordinate cross-functional responses and ensure root-cause analysis and timely updates.
Cross-Line-of-Service Coordination – coordinate delivery across all lines of service; manage dependencies and handoffs; engage leadership across functions to avoid gaps.
SDM Performance & Capability – coach and oversee SDMs; monitor performance against standards; drive capability development and adherence to Global Services frameworks.
Matrix Resource Coordination – coordinate dotted-line resources to align effort and remove blockers.
Standardization & Continuous Improvement – reinforce governance cadence, reporting, KPI frameworks, and service improvement methodologies across programs; drive replication of best practices regionally.