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 Cubic.com.

Job Details:

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.

• 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 streams.
• Ensure Customer Success programs contribute to and benefit from centralized service delivery standards, cost-to-serve optimization, and cross-region performance visibility.
• Drive adoption of tools, processes, and best practices developed across the Customer Success organization.

Cross-Functional Program Coordination

• Serve as the primary coordination point between Customer Success and Global Services, ensuring operational alignment on incident impacts, change readiness, and service stability communications.
• Partner with FinOps to ensure program cost models, O&M revenue visibility, and P&L inputs are accurate, current, and available to CS leadership.
• Coordinate with Data Analytics to define standard reporting models, ensure data governance, and develop client-ready reporting templates.
• Work with Business Operations to align on operational tooling, automation opportunities, and workflow improvements that support CS efficiency.
• Facilitate cross-functional forums and working groups that drive decision-making, clear ownership, and action follow-through.

Onboarding, Enablement & Training

• Build and maintain the CS onboarding system: role-based learning paths, job aids, shadowing plans, and readiness checklists for all CS functions.
• Create and maintain training content aligned to standard methodologies as processes, tools, and platforms evolve.
• Drive adoption of standard methods through enablement, coaching, and reinforcement mechanisms embedded in day-to-day operations.
• Partner with Customer Training to align internal enablement with external customer training programs.

Customer-Facing & Executive Engagement

• Support CS leaders in preparing customer-facing materials—QBR inputs, executive summaries, service health narratives—using standardized reporting packages.
• Ensure customer-facing operational updates are consistent, data-backed, and aligned with agreed KPIs and service commitments.
• Present operational insights and program performance in leadership forums and cross-functional reviews.

• Bachelor’s degree in Business, Operations, Information Technology, or a related discipline (or equivalent experience)
• Experience in operations, program management, or service delivery within complex, matrixed organizations
• 5+ years in a people leadership role managing program managers or operational professionals
• Demonstrated ability to design and operationalize standard processes, playbooks, and governance frameworks at scale
• Strong working knowledge of service delivery operations, ITIL practices (particularly Incident, Problem, Change, and Continual Improvement), and customer success principles
• Proven ability to build cross-functional relationships and coordinate work across Engineering, Tech Ops, Finance, and Operations teams
• Experience defining and owning operational KPIs, reporting cadences, and executive-level dashboards
• Strong facilitation and communication skills; able to run governance forums, lead cross-functional conversations, and present to senior leadership

• Experience in transit, payments, public-sector technology, or regulated, high-availability service environments
• Familiarity with FinOps, cost-to-serve modeling, or P&L governance in a managed services or SaaS context
• Exposure to service management tooling (e.g., ServiceNow), and data visualization tools
• Experience in global service organizations with geographically distributed teams across NAM, EMEA, and APAC

• Operational discipline: highly organized with strong follow-through; builds systems and habits that stick across a team.
• Strategic connector: translates between leadership intent and day-to-day execution without losing fidelity in either direction.
• Collaborative and influential: builds trust across peer functions; drives alignment without direct authority.
• Clear communicator: writes and presents with clarity and purpose; adapts to audience from front-line teams to executive stakeholders.
• Customer-centric: keeps the customer outcome in view when designing processes and governance models.
• Accountable: takes ownership of outcomes, not just activities; drives follow-through to closure.

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Worker Type:

Employee

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We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.

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