Regional Manager of Customer Success

About Megaport

We’re not your typical tech company – and we don’t want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We’re publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 600 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.

Our Team Culture

We’re a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do.

We’re committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don’t meet every requirement? That’s okay. If you’re excited about this role, we encourage you to apply.

The Role

Reporting to the Head of Global Customer Success, the Regional Sales Manager will lead a revenue-driven Customer Success team responsible for protecting and expanding recurring revenue across the APAC portfolio.

This role sits at the intersection of retention and expansion. You will drive Net Revenue Retention (NRR) performance by developing a team of commercially-minded CSMs who proactively grow accounts, forecast accurately, and execute disciplined renewal and expansion strategies.

You will be accountable for regional revenue performance, expansion pipeline health, renewal execution, and churn mitigation, ensuring alignment with Sales, Finance, and Executive leadership.

What You'll Be Doing

Revenue Leadership & Forecast Ownership

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• Own regional NRR performance across retention, expansion, and term extensions
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• Lead bi-weekly forecast calls and ensure accurate expansion and renewal forecasting
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• Inspect pipeline quality, commit discipline, and strong upside coverage
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• Partner with Sales leadership to align on shared account strategy and revenue targets
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• Identify revenue risk early and deploy structured save plays

Expansion & Account Growth Strategy

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• Coach CSMs to proactively uncover upsell and cross-sell opportunities
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• Drive product diversification through cross-sells
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• Elevate account planning rigor and discipline to move from reactive service to strategic growth
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• Review QBRs and account strategies to ensure commercial alignment and expansion focus using AI tools such as Gong
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• Support strategic negotiations, pricing alignment, and term extension strategies

Renewal & Churn Mitigation Execution

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• Ensure strategic renewals to preserve and grow customer revenue
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• Establish clear visibility into revenue at risk and mitigation plans
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• Drive proactive executive engagement within key accounts
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• Partner cross-functionally (Sales, Solutions, Support) to preserve revenue

High-Performance Team Development

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• Build and coach a commercially-minded team of CSMs who think like salespeople
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• Conduct structured 1:1s focused on pipeline health, forecast accuracy, and account strategy
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• Reinforce accountability around expansion targets and renewal performance
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• Develop future leaders within the organization

Operational Excellence & Visibility

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• Ensure disciplined execution of onboarding, renewal, and expansion processes
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• Maintain forecast hygiene and Salesforce data integrity
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• Track and report on regional KPIs including NRR, expansion pipeline, churn risk, and renewal coverage
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• Drive transparency through structured reporting and executive-ready rollups

Cross-Functional Collaboration

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• Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance and Product teams to deliver a seamless customer experience
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• Represent your team’s insights and feedback in internal discussions to shape product and process improvements

Customer Advocacy & Insight Sharing

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• Act as an advocate for the voice of the customer by sharing feedback and usage trends with Product and Strategy teams
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• Ensure your team is capturing key insights during customer engagements to support continuous improvement

What We Are Looking For

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• 3–5+ years of experience in customer success, account management, or sales, with at least 2 years in a leadership or team lead capacity
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• Experience managing a team in a fast-paced, tech-driven environment (cloud, SaaS, networking preferred)
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• Proven ability to deliver results in customer retention and account growth
• Strong coaching and people management skills with a passion for developing talent
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• Confident in using customer data and health metrics to drive decisions and prioritize actions
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• Excellent organizational, communication, and interpersonal skills
• Comfortable managing competing priorities and adapting to change
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• Bachelor’s degree in Business, Marketing, or related field (or equivalent experience)

What we offer

• Birthday Leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with ‘Legend’ and ‘Kudos’ Awards
• Health and wellness program
• Opportunities for career growth and potential for global intra-company transfers for interested candidates