Regional Head of Customer Success, NAM

Key Responsibilities

• Regional Customer Success Leadership – Serve as the senior customer success leader for the region, accountable for the quality, consistency, and outcome of all customer-facing service activity across deployment and operations.
• Deployment & Program Delivery Oversight – During active deployment phases, including program change, BAU change, security change, and maintenance activities, ensures that all Lines of Service are mobilized, coordinated, and executing to contracted scope and schedule.
• Service Operations & BAU Performance – In steady-state operations, ensure that contracted SLAs and KPIs are consistently met or exceeded across all programs and Lines of Service within the region.
• Escalation Ownership & Management – Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures.
• Cross-Line-of-Service Coordination – Coordinate service delivery across all four Lines of Service to ensure seamless, integrated customer outcomes.
• SDM Performance & Capability – Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role.
• Matrix Resource Coordination – Coordinate the activities of dotted-line resources, including SDMs, Business Analysts, Release Management & Planning functions, and Technical Account Managers, across programs in the region.

Qualifications & Experience

• Bachelor’s degree in Business, Engineering, Information Technology, or a related discipline
• 12+ years of experience in service delivery, managed services, or mission-critical operations
• Demonstrated experience managing complex, multi-program service portfolios in a matrixed environment
• Proven track record of owning senior customer escalations and driving resolution across cross-functional teams
• Strong ITIL-based service management expertise with practical application in live operational environments
• Solid financial and commercial acumen, including cost-to-serve awareness and margin contribution understanding
• Experience in transit, transportation systems, fare payments, or regulated technology environments
• Demonstrated ability to lead and influence without direct authority across dotted-line and matrix reporting structures
• Experience leading global or multi-region services in a matrixed organization
• Exposure to PCI DSS, ISO 27001, or similar compliance and security frameworks