Regional Head of Customer Success, NAM

Cubic Corporation•USA Home TX, MA

3d•$190,000 - $210,000

About The Position

The Regional Head of Customer Success (RHCS) is the senior customer-facing leadership role for Global Services within a defined geographic region. The role carries end-to-end accountability for customer outcomes across all four Lines of Service; Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services, spanning both active deployment programs and steady-state service operations. The RHCS operates as the single point of regional accountability for service governance, escalation management, and customer satisfaction, ensuring that Service Delivery Managers (SDMs), Technical Account Managers, Business Analysts, and Release Management & Planning resources are aligned, coordinated, and executing to Global Services standards. While SDMs retain program-level accountability, the RHCS provides the regional leadership layer that drives consistency, escalation resolution, and continuous improvement across the portfolio. The role operates in a matrix environment. Multiple SDMs carry a dotted-line relationship to the RHCS, as do Release Management & Planning resources, Business Analysts, and Technical Account Managers embedded across programs in the region. The RHCS provides direction, prioritization alignment, and performance oversight across these resources without replacing the direct-line reporting structure of each function. This role reports directly to the Senior Director, Customer Success and serves as the primary escalation and leadership interface between the regional program portfolio and the Global Services executive team.

Requirements

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

Responsibilities

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.
During active deployment phases, including program change, BAU change, security change, and maintenance activities, ensures that all Lines of Service are mobilized, coordinated, and executing to contracted scope and schedule.
In steady-state operations, ensure that contracted SLAs and KPIs are consistently met or exceeded across all programs and Lines of Service within the region.
Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures.
Coordinate service delivery across all four Lines of Service to ensure seamless, integrated customer outcomes.
Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role.
Coordinate the activities of dotted-line resources, including SDMs, Business Analysts, Release Management & Planning functions, and Technical Account Managers, across programs in the region.
Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs within the region.