At a Glance
- Tasks: Lead a team to enhance customer success through innovative operational strategies.
- Company: Join Cubic, a leader in transportation technology and defence solutions.
- Benefits: Enjoy competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact by streamlining processes that improve customer experiences.
- Qualifications: 5+ years in leadership roles with a focus on operations and program management.
The predicted salary is between 60000 - 80000 £ per year.
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
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 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 Fin Ops 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.
Qualifications & Experience
- 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
- Preferred Experience
- Experience in transit, payments, public-sector technology, or regulated, high-availability service environments
- Familiarity with Fin Ops, cost-to-serve modeling, or P&L governance in a managed services or Saa S context
- Exposure to service management tooling (e. g., Service Now), and data visualization tools
- Experience in global service organizations with geographically distributed teams across NAM, EMEA, and APAC
- Personal Attributes
- 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.
Worker Type
Employee
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.
Senior Manager, Customer Success Operations employer: Cubic
Cubic is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for professionals in the transportation technology sector. With a strong commitment to employee development, Cubic offers numerous growth opportunities and a supportive environment where your contributions directly impact global operations. Located in a dynamic industry, you will be part of a team dedicated to simplifying journeys and enhancing safety, all while enjoying a diverse and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Customer Success Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cubic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cubic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager, Customer Success Operations
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cubic:Your cover letter is your chance to shine! Tell us why you want to work at Cubic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cubic!
How to prepare for a job interview at Cubic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
