{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Regional Manager of Customer Success”, “description”: “
Reporting to the Sr. Director of Customer Success – NAM & EMEA, 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 the success of this team.
What you will be doing:
- 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.
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 actions.
- Excellent organizational, communication, and interpersonal skills.
- Comfortable managing competing priorities and adapting to change.
- Bachelor’s degree in Business, Marketing, a related field (or equivalent experience).
What we offer:
- 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.
Company: Megaport
Location: London
Job Description:
Reporting to the Sr. Director of Customer Success – NAM & EMEA, 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 the success of this team.
What you will be doing:
- 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.
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 actions.
- Excellent organizational, communication, and interpersonal skills.
- Comfortable managing competing priorities and adapting to change.
- Bachelor’s degree in Business, Marketing, a related field (or equivalent experience).
What we offer:
- 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.
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Posted: May 3rd, 2026