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.

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.

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.