Reporting to the Head of Global Customer Success, 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.
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 400 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.
We're committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don't meet every requirement? That's okay. If you're excited about this role, we encourage you to apply.
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 (Account Reviews), 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, correlated 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
If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com
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