Regional Head of Customer Success, APAC

About Cubic Corporation

Cubic Corporation delivers innovative technology solutions primarily in transportation and defense sectors. Their mission is to simplify daily transit for people and enhance safety and mission success for defense forces worldwide through their leading divisions, Cubic Transportation Systems and Cubic Defense.

Role Summary

The Regional Head of Customer Success (RHCS) is the chief customer-facing leader responsible for the end-to-end success of all customer services within the APAC region. This includes oversight of four key service lines: Contact Center, Technology & Service Operations, Financial Services, and Field Services, across both active deployments and ongoing operational phases. The RHCS provides a regional governance structure, managing escalations and ensuring service consistency and customer satisfaction with a matrix team of Service Delivery Managers, Technical Account Managers, Business Analysts, and Release Management resources.

Key Responsibilities

• Lead the regional customer success efforts, establishing high standards for customer engagement in all service lines and embedding a customer-centric culture within the team.
• Oversee deployment programs to ensure all service lines coordinate and execute contracted activities, manage change events effectively, and engage customers proactively throughout deployment stages.
• Manage steady-state service operations to consistently meet or exceed service-level agreements (SLAs) and key performance indicators (KPIs), including incident resolution and escalation management.
• Own escalation processes ensuring timely resolution of critical incidents, coordinating cross-functional teams and acting as the primary escalation contact.
• Ensure effective collaboration across the four service lines to provide integrated customer outcomes and avoid service handoff gaps.
• Guide and evaluate the performance of Service Delivery Managers, promoting best practices and continuous skills development.
• Coordinate matrixed resources such as SDMs, Business Analysts, Release Management, and Technical Account Managers to align regional objectives and remove barriers.
• Drive standardization and ongoing improvements in governance, reporting, and service methodologies, applying best practices region-wide.

Performance Metrics

• Resolution time for high-priority escalations across programs.
• Customer satisfaction and net promoter scores aggregated across regional portfolios.
• Compliance with SLAs and KPIs including availability, response times, and abatements.
• Effectiveness in reducing recurrent incidents and improving mean time to resolution.
• Monitoring volumes of open and aging service tickets in the region.

Required Qualifications and Experience

• Bachelor's degree in Business, Engineering, IT, or a related field.
• Minimum of 12 years’ experience in service delivery, managed services, or mission-critical operational roles.
• Proven leadership managing complex, multi-program portfolios within a matrix environment.
• Demonstrated experience handling senior-level customer escalations and driving cross-team resolutions.
• Strong expertise in ITIL-based service management applied in live operational settings.
• Sound financial and commercial knowledge including awareness of cost-to-serve and margin impacts.
• Background in transportation systems, fare payment solutions, or regulated technology sectors is preferred.
• Ability to influence and lead across dotted line and matrix reporting lines without direct authority.
• Experience managing global or regional services teams.
• Familiarity with compliance frameworks such as PCI DSS or ISO 27001.

Additional Information

This is a full-time, onsite employee role based in Auckland, New Zealand. The position reports to the Senior Director, Customer Success and acts as key regional leadership for escalation and service governance. Cubic Corporation values inclusivity and equal opportunity and encourages applicants from all backgrounds.