[Hiring] Regional Head of Customer Success @Cubic Corporation

Role Description

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
• Field Services

The RHCS operates as the single point of regional accountability for service governance, escalation management, and customer satisfaction. This role reports directly to the Senior Director, Customer Success.

Key Responsibilities

• Regional Customer Success Leadership: Serve as the senior customer success leader for the region, accountable for the quality, consistency, and outcome of all customer-facing service activity.
• Deployment & Program Delivery Oversight: Ensure all Lines of Service are mobilized, coordinated, and executing to contracted scope and schedule during active deployment phases.
• Service Operations & BAU Performance: Ensure contracted SLAs and KPIs are consistently met or exceeded across all programs and Lines of Service within the region.
• Escalation Ownership & Management: Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures.
• Cross-Line-of-Service Coordination: Coordinate service delivery across all four Lines of Service to ensure seamless, integrated customer outcomes.
• SDM Performance & Capability: Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role.
• Matrix Resource Coordination: Coordinate the activities of dotted-line resources across programs in the region.
• Standardization & Continuous Improvement: Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs.

Key Performance Metrics

• Escalation Resolution Time: Time to resolve high-severity incidents from point of escalation to closure.
• Client Satisfaction (CSAT / NPS): Aggregated customer satisfaction and net promoter scores across all programs.
• SLA & KPI Compliance Rate: Percentage availability, response within SLA, resolution times, and percentage abatements across services.
• Incident Resolution Effectiveness: Reduction in repeat incidents and mean time to resolution versus baseline.
• Unclosed Ticket Volume: Count of open and aged tickets across services per program within the region.

Qualifications

• 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

Compensation

Cubic Pay Range: $190,000.00 - $210,000.00* + benefits.

*Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market.

Worker Type

Employee

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.