Regional Head of Customer Success

Cubic Corporation

Regional Head of Customer Success overseeing service delivery and customer satisfaction in APAC for technology solutions in transportation and defense. Ensuring quality leadership and operational excellence across programs.

Posted 6/30/2026full-timeSydney • 🇦🇺 AustraliaLeadWebsite

About the role

Key responsibilities & impact

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
Ensure SDMs are embedded and effective across all active deployment programs within the region
Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling
Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures
Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role
Coordinate service delivery across all four Lines of Service to ensure seamless, integrated customer outcomes
Monitor SDM performance against regional standards and intervene where gaps are identified
Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs within the region

Requirements

What you’ll need

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

Benefits

Comp & perks

Employee
Inclusive workplace
Commitment to innovation
Equal Opportunity/Affirmative Action-Employer

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Service DeliveryManaged ServicesIncident ManagementKPI FrameworksService Improvement MethodologiesComplex Service PortfoliosMatrixed Environment ExperienceCost-to-Serve AwarenessMargin Contribution UnderstandingCompliance Frameworks

Soft Skills

LeadershipCoachingInfluencing Without AuthorityPerformance OversightIntervention Skills