Regional Manager of Customer Success - East
North Carolina / Maryland / Virginia / Florida / Massachusetts / New Jersey / Texas / Georgia
Sales – Global - Customer Success /
Full-time - Permanent /
Remote
About Megaport
We’re not your typical tech company – and we don’t want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We’re publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 350 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.
Our Team Culture
We’re a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do.
The Role
Reporting 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 environment – a remote-first culture with coworking options available
- Generous leave plans – including 4 weeks of paid annual leave, parental leave, birthday leave, and a purchased annual leave program
- Health and wellness support – through a wellness allowance and employee wellbeing initiatives
- Comprehensive learning support – generous study and training allowance plus 5 days of paid study leave
- Creative, modern workspaces – designed to inspire when you're not working remotely
- Motivated, inclusive team – work alongside industry experts and fresh talent
- Recognition programs – celebrate achievements with our Legend and Kudos awards
- For U.S. employees – access to medical, dental, and vision insurance, plus a 401(k) plan
#LI-DNI
If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com
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 careers@megaport.com 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.
