Regional Head of Customer Success, NAM

Regional Head Of Customer Success

The Regional Head Of Customer Success (RHCS) is the senior customer-facing leadership role for Global Services within a defined geographic region. The role carries end-to-end accountability for customer outcomes across all four Lines Of Service;
Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services, spanning both active deployment programs and steady-state service operations.

The RHCS operates as the single point of regional accountability for service governance, escalation management, and customer satisfaction, ensuring that Service Delivery Managers (SDMs), Technical Account Managers, Business Analysts, and Release Management & Planning resources are aligned, coordinated, and executing to Global Services standards. While SDMs retain program-level accountability, the RHCS provides the regional leadership layer that drives consistency, escalation resolution, and continuous improvement across the portfolio.

This role operates in a matrix environment. Multiple SDMs carry a dotted-line relationship to the RHCS, as do Release Management & Planning resources, Business Analysts, and Technical Account Managers embedded across programs in the region. The RHCS provides direction, prioritization alignment, and performance oversight across these resources without replacing the direct-line reporting structure of each function.

This role reports directly to the Senior Director, Customer Success and serves as the primary escalation and leadership interface between the regional program portfolio and the Global Services executive team.

• 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. The RHCS sets the standard for customer engagement across all four Lines Of Service, drives a customer-first culture across SDMs and dotted-line functions, and ensures that every program in the region reflects Global Services delivery standards.
• 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. Coordinate readiness activities across Contact Center, Technology & Service Operations, Field Services, and Financial Services ahead of major go-lives and change events. Ensure SDMs are embedded and effective across all active deployment programs within the region and that customers receive proactive, high-quality engagement throughout the deployment lifecycle.
• 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. Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling. Ensure SDMs are driving operational discipline, meeting response and resolution targets, and managing customer satisfaction proactively. Provide consolidated regional performance visibility to the Senior Director, Customer Success, including risk flags, trend analysis, and improvement initiatives.
• Escalation Ownership & Management – Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures. Act as the primary escalation point of contact for SDMs across programs within the region. Support SDMs in managing escalations and ensuring clear ownership and rapid resolution pathways. Coordinate cross-functional responses across technical, operational, and service teams. Engage customers directly on critical incidents where issues exceed SDM scope.
  
  Align SDMs, Technology & Service Operations leadership, and functional teams to resolve complex, cross-program, or systemic issues. Ensure escalation closure with documented root-cause analysis and corrective actions. Provide timely visibility and structured…