Regional Head of Customer Success

Cubic Corporation

Regional Head of Customer Success at Cubic managing customer outcomes across technology solutions in North America. Leading service delivery and escalation management for complex customer portfolios.

Posted 7/8/2026full-timeCalifornia, Massachusetts, New York, Texas • 🇺🇸 United StatesLeadWebsite

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
Set the standard for customer engagement across all four Lines of Service, driving a customer-first culture across SDMs and dotted-line functions
Ensure all Lines of Service are mobilized, coordinated, and executing to contracted scope and schedule during active deployment phases
Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling
Own regional escalation management across all programs to ensure 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
Drive consistent escalation handling practices across the region
Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies

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

Medical, dental and vision insurance
Company-paid disability for up to six weeks
Life insurance options
Critical illness and accident coverages
Flexible Spending Accounts
Pre-paid legal plan
Travel accident insurance
Award-winning well-being program
Employer-funded lifestyle spending account
Up to six weeks of paid parental leave
401k Retirement Plan with company match
Backup childcare
Pet care
Pet insurance
Virtual tutoring
Tuition reimbursement program
9/80 work schedule with time-off policies
Flexible time-off arrangement
11 paid holidays throughout the calendar year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Service DeliveryManaged ServicesIncident ManagementTicket ResolutionKPI FrameworksService Improvement MethodologiesCost-To-Serve AwarenessMargin Contribution UnderstandingMatrix ManagementCustomer Engagement

Soft Skills

LeadershipCoachingInfluencing Without AuthorityCollaborationCommunication