Regional Head of Customer Success, NAM

About Cubic Transportation Systems

Cubic is a global company dedicated to delivering innovative technology solutions that simplify daily transportation journeys and enhance defense mission success. Their portfolio comprises Cubic Transportation Systems and Cubic Defense, focused on improving experiences through innovation and committed service.

Role Overview

The Regional Head of Customer Success (RHCS) leads the customer success initiatives within a designated geographic region for the Global Services team. This senior leadership role bears full responsibility for customer outcomes spanning four service lines: Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services. The scope covers both active deployments and steady-state service operations.

Key Duties and Responsibilities

• Lead the regional customer success strategy ensuring consistent, high-quality customer engagement and service delivery across all lines.
• Oversee deployment and program delivery phases, managing scope, schedule, and readiness activities across services prior to major launches or changes.
• Maintain operational excellence by monitoring SLA and KPI compliance during steady-state, ensuring efficient incident management, ticket resolution, and proactive customer satisfaction management.
• Serve as the principal escalation point for the region, coordinating multi-functional teams to resolve complex, high-severity incidents quickly and thoroughly, and reducing escalations at senior executive levels.
• Facilitate seamless coordination between service lines to address dependencies, manage handoffs, and prevent service gaps.
• Guide and coach Service Delivery Managers (SDMs) with dotted-line reporting, ensuring governance, engagement, and escalation best practices.
• Manage resources operating in a matrix structure, aligning priorities and resolving obstacles to achieve regional customer success goals.
• Drive standardization and continuous improvement initiatives across the region to enhance governance, reporting, KPIs, and overall service models.

Performance Measures

• Resolution time for escalated high-severity incidents.
• Customer satisfaction and net promoter scores aggregated across regional programs.
• Compliance rate with SLAs and KPIs in field and non-field services.
• Effectiveness of incident resolution shown by reductions in recurring issues and improvements in mean time to resolution.
• Volume tracking of open and aged service tickets across service lines.

Required Qualifications and Experience

• Bachelor’s degree in Business, Engineering, IT, or related field.
• Minimum 12 years in service delivery or mission-critical operations management.
• Extensive experience managing complex, multi-program service portfolios within matrix organizations.
• Track record of successful senior customer escalation management and resolution.
• Expertise in ITIL-based service management applied to operational services.
• Strong financial and commercial understanding related to cost-to-serve and margin responsibilities.
• Industry experience in transit, transportation systems, fare payments, or regulated tech sectors.
• Ability to influence and lead across dotted-line and matrix reporting without direct authority.
• Background in managing global or multi-regional services.
• Familiarity with compliance frameworks such as PCI DSS or ISO 27001.

Compensation and Work Conditions

The salary range for this full-time employee role is $190,000 to $210,000 annually, with benefits. Compensation is calibrated based on varying US market labor costs and considers multiple factors including experience, skills, and internal pay equity.

Inclusion Statement

Cubic fosters an inclusive workplace and encourages applications from diverse backgrounds without bias or discrimination.