Our Team CultureJoin a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.
The RoleReporting to the Sr. Director of Customer Success – NAM, the Regional Manager will lead a team of Customer Success Managers focused on driving customer satisfaction, expansion, and retention which are the key components to increased NRR. You will be responsible for the day-to-day execution of our customer success strategy in your region, guiding your team to deepen relationships with customers, uncover upsell and cross-sell opportunities, and improve the overall customer experience.
You will play a critical role in aligning your team’s efforts with company goals and will continue to implement the Sr. Director and Global Head of Customer Success's plans and vision for success of this team.
What You Will Be Doing:
- Team Leadership & Coaching:
- Lead, coach, and develop a high-performing team of CSMs to enhance their skills and performance.
- Conduct regular 1:1s, provide ongoing feedback, mentorship, and support professional development.
- Create a team culture focused on collaboration, accountability, and customer outcomes.
- Customer Retention & Health:
- Drive retention through proactive engagement strategies (Account Reviews), success planning, and health monitoring.
- Partner with CSMs to identify and mitigate churn early risks leveraging data tools like Salesforce and PowerBi to capture customer intelligence.
- Support your team in addressing customer needs and ensuring high satisfaction across interactions.
- Account Growth & Expansion:
- Guide your team to uncover upsell and cross-sell opportunities within existing accounts building successful campaigns.
- Provide oversight and strategic input on account plans and QBRs.
- Collaborate with Sales Executives to align on account strategy and ensure long-term growth.
- Process Execution & Operational Excellence:
- Ensure consistent execution of key Customer Success processes (onboarding, renewals, reviews).
- Track and report on team KPIs including retention, expansion pipeline, customer health, and engagement.
- Ensure each new customer follows a formal onboarding process, with key milestones and activities documented in Salesforce to enable transparency, knowledge transfer, and consistent customer experience across the team.
- Cross-Functional Collaboration:
- Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance, and Product teams to deliver a seamless customer experience.
- Represent your team’s insights and feedback in internal discussions to shape product and process improvements.
- Customer Advocacy & Insight Sharing:
- Act as an advocate for the voice of the customer by sharing feedback and usage trends with Product and Strategy teams.
- Ensure your team is capturing key insights during customer engagements to support continuous improvement.
What We Are Looking For:
- 3–5+ years of experience in customer success, account management, or sales, with at least 2 years in a leadership or team lead capacity.
- Experience managing a team in a fast-paced, tech-driven environment (cloud, SaaS, networking preferred).
- Proven ability to deliver results in customer retention and account growth.
- Strong coaching and people management skills with a passion for developing talent.
- Confident in using customer data and health metrics to drive decisions and prioritize actionsExcellent organizational, communication, and interpersonal skills.
- Comfortable managing competing priorities and adapting to change.
- Bachelor’s degree in Business, Marketing, or related field (or equivalent experience)
What We Offer:
- Flexible working environments.
- Health Insurance Reimbursement
- Generous Leave Plans (parental, annual holidays, purchase program)
- Health & Wellness Allowance
- Generous study and training allowance + 5 days paid study leave
- Motivated team of industry experts and new talent
- Celebrated success with ‘Legend’ and ‘Kudos’ Awards
If you have any questions, please reach out to Megaport's Talent Acquisition Team at [email protected]
NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team [email protected] directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".
All applications will be treated in confidence.Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.
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