megaport - Regional Manager of Customer Success
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Requirements
• 3- 5+ years of experience in customer success, accountmanagement, 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 actions • Excellent organizational, communication, and interpersonal skills • Comfortable managing competing priorities and adapting to change • Bachelor’s degreein Business, Marketing, correlated field (or equivalent experience)
Responsibilities
• 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. • Drive retention through proactive engagement strategies (AccountReviews), success planning, and health monitoring • Partner with CSMs to identify and mitigate churn early risks, leveraging data tools like Salesforce and Power BI to capture customer intelligence • Support your team in addressing customer needs and ensuring high satisfaction across interactions • 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 • 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. • 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 • 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 engagement to support continuous improvement
Benefits
• Birthday Leave • Creative, fun, and contemporary workspaces • Motivated team of industry experts and new talent • Celebrated success with ‘Legend’ and ‘Kudos’ Awards • Health and wellness program • Opportunities for career growth and potential for global intra-company transfers for interested candidates • 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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