Regional Head of Customer Success, APAC

About the company

Cubic is a global technology business focused on transportation and defense solutions. Its transportation division works to simplify everyday travel through innovative systems and services, while the defense side supports mission success and safety for armed forces. The company emphasizes innovation, customer service, and solving large-scale operational challenges across international markets.

Role overview

The Regional Head of Customer Success is a senior customer-facing leadership position within Global Services for a defined region. This role owns customer outcomes across Contact Center, Technology & Service Operations, Financial Services, and Field Services, covering both active deployments and ongoing service operations.

The position acts as the main regional owner for service governance, escalation handling, and customer satisfaction. It works in a matrix structure, guiding Service Delivery Managers, Technical Account Managers, Business Analysts, and Release Management & Planning resources to ensure consistent delivery, strong coordination, and continuous improvement.

This role reports to the Senior Director, Customer Success and serves as the main leadership link between the regional portfolio and the Global Services executive team.

Key responsibilities

• Lead customer success across the region and set the standard for customer engagement and service quality.
• Oversee deployment activity, change events, and maintenance work to ensure all service lines are prepared, coordinated, and delivered to scope and schedule.
• Monitor steady-state service performance, including SLA delivery, KPI outcomes, incident handling, ticket resolution, and customer satisfaction.
• Own regional escalation management for serious incidents and complex service issues, and drive them through to closure.
• Act as the primary escalation partner for SDMs and coordinate cross-functional response paths with technical, operational, and service teams.
• Work closely across all service lines to manage dependencies, handoffs, and integrated customer outcomes.
• Coach and oversee SDM performance, encouraging best practices in governance, engagement, and escalation handling.
• Coordinate dotted-line resources such as SDMs, Business Analysts, Release Management & Planning staff, and Technical Account Managers to align priorities and remove blockers.
• Promote standard processes, reporting rhythms, KPI frameworks, and service improvement methods across the region.

Performance measures

• Speed and effectiveness of resolving high-priority escalations.
• Customer satisfaction and net promoter score across the regional portfolio.
• Compliance with SLA and KPI commitments across non-field and field services.
• Reduction in repeat incidents and improvement in mean time to resolution.
• Number of unresolved and ageing tickets across regional programs.

Qualifications and experience

• Bachelor’s degree in Business, Engineering, Information Technology, or a similar field.
• At least 12 years of experience in service delivery, managed services, or mission-critical operations.
• Proven success managing complex multi-program portfolios in a matrix environment.
• Experience handling senior customer escalations and resolving issues through cross-functional teams.
• Strong working knowledge of ITIL-based service management in live operations.
• Commercial and financial understanding, including cost-to-serve and margin awareness.
• Background in transit, transportation systems, fare payments, or other regulated technology environments.
• Ability to lead through influence in dotted-line and matrix reporting structures.
• Experience managing services across regions or globally.
• Exposure to PCI DSS, ISO 27001, or similar security and compliance frameworks.

Additional information

This is an employee role. Cubic states that it welcomes applicants from all backgrounds and does not discriminate on the basis of protected characteristics under applicable law.