Note: The job is a remote job and is open to candidates in USA. Cubic Corporation is a technology solutions provider in transportation and defense, focused on enhancing customer experiences and operational efficiency. The Regional Head of Customer Success (RHCS) is responsible for overseeing customer success initiatives across multiple service lines, ensuring high-quality service delivery and customer satisfaction in the region.
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
Skills
- 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
Company Overview
Company H1B Sponsorship