Senior Manager, Customer Success Operations

Business Unit:

Cubic Transportation Systems Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on  Details:

Job Summary The Customer Success Operations Senior Manager is a people leader and program owner responsible for enabling consistent, scalable execution across the Customer Success organization. This role owns the standard operating model for Customer Success—defining how the business runs day-to-day, how performance is measured, and how programs are delivered and governed across the global portfolio. The Senior Manager leads a team of Program Managers, each accountable for specific operational programs that span Customer Success, Tech Ops, Financial Services, Data Analytics, Business Operations and our customer delivery teams.

This role serves as the operational backbone of Customer Success—standardizing processes, playbooks, and reporting, driving the Monthly Operating Review rhythm, and ensuring cross-functional action follow-through across the portfolio. The Senior Manager bridges strategic direction from CS leadership with day-to-day execution, ensuring programs are consistently delivered, performance is visible, and the organization operates with discipline and accountability.

Program Leadership & Team Management Lead and develop a team of Program Managers, each owning defined operational programs across the Global Services portfolio.

Set clear expectations for execution quality, reporting standards, escalation practices, and cross-functional ways of working.

Ensure consistent application of standard processes, playbooks, and governance practices across the team’s programs.

Provide coaching and direction to Program Managers navigating complex, cross-functional delivery environments.

Identify program coverage gaps and resource needs; escalate to CS leadership with recommendations.

Operational Standards & Process Ownership Define, own, and continuously improve the standard operational processes for Customer Success—including playbooks, SOPs, process maps, templates, and job aids.

Build and maintain the CS operational playbook library, ensuring content is current, role-appropriate, and widely adopted.

Standardize how CS teams execute core activities including account reviews, escalation management, service reporting, and onboarding—while allowing controlled regional variation where needed.

Partner with CS leaders to identify process pain points and convert them into prioritized improvement initiatives with measurable outcomes.

Define cross-functional ways of working between Customer Success and partner organizations including Tech Ops, Financial Services, Data Analytics, Business Operations and our customer delivery teams.

Performance Reporting & Governance Own the internal and customer-facing reporting framework for Customer Success—defining cadence, format, narrative standards, and data integrity requirements.

Define and maintain the standard KPIs and metrics used for internal governance and customer reporting, in alignment with CS leadership.

Establish and run the Monthly Operating Review (MOR) rhythm: agenda, pre-reads, standard metrics, decision logs, and action tracking.

Coordinate action plans across functions and the customer portfolio; track owners, due dates, and outcomes through to closure.

Ensure reporting practices scale across regions and teams while maintaining consistency and narrative integrity.

Service Delivery Alignment Support Service Delivery by ensuring program management practices align with SLA/KPI frameworks, governance standards, and escalation protocols.

Embed service delivery playbooks, performance benchmarking models, and onboarding standards across all CS…