Regional Head of Customer Success, NAM

Overview

Regional Head of Customer Success (RHCS) is the senior customer-facing leadership role for Global Services within a defined geographic region. End-to-end accountability for customer outcomes across four Lines of Service:
Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services, covering active deployment programs and steady-state service operations. The RHCS is the regional escalation and governance lead ensuring alignment, consistency, and continuous improvement across programs, directing Service Delivery Managers, Technical Account Managers, Business Analysts, and Release Management & Planning resources to Global Services standards. This role reports to the Senior Director, Customer Success and serves as the primary escalation and leadership interface between the regional portfolio and the Global Services executive team.

• Regional Customer Success Leadership – act as the senior customer success leader for the region, ensuring quality, consistency, and outcomes of all customer-facing service activity across deployment and operations; set the standard for customer engagement across all four Lines of Service.
• Deployment & Program Delivery Oversight – oversee active deployment phases, including program change, BAU change, security change, and maintenance; coordinate readiness activities ahead of go-lives and change events; ensure SDMs are embedded and delivering proactive, high-quality engagement.
• Service Operations & BAU Performance – ensure contracted SLAs and KPIs are met or exceeded; oversee performance, incident management, ticket resolution, escalation handling; provide regional performance visibility to leadership with risk flags and improvement initiatives.
• Escalation Ownership & Management – own regional escalation management across all programs; act as primary escalation point for SDMs; coordinate cross-functional responses and ensure root-cause analysis and timely updates.
• Cross-Line-of-Service Coordination – coordinate delivery across all lines of service; manage dependencies and handoffs; engage leadership across functions to avoid gaps.
• SDM Performance & Capability – coach and oversee SDMs; monitor performance against standards; drive capability development and adherence to Global Services frameworks.
• Matrix Resource Coordination – coordinate dotted-line resources (SDMs, BAs, Release Management & Planning, Technical Account Managers) to align effort and remove blockers.
• Standardization & Continuous Improvement – reinforce governance cadence, reporting, KPI frameworks, and service improvement methodologies across programs; drive replication of best practices regionally.

• Escalation Resolution Time – time to resolve high-severity incidents across all programs.
• Client Satisfaction (CSAT / NPS) – aggregated satisfaction across programs.
• SLA & KPI Compliance Rate – availability, response times, resolutions, abatements across all services.
• Incident Resolution Effectiveness – reduction in repeat incidents and improved MTTR over time.
• Unclosed Ticket Volume – open/aged tickets per program.

• 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
• Experience managing complex, multi-program portfolios in a matrixed environment
• Proven track record managing senior customer escalations and driving cross-functional resolution
• Strong ITIL-based service management expertise with practical application
• Solid financial and commercial acumen, including cost-to-serve awareness
• Experience in transit, transportation systems, or regulated technology…