Customer Success Operations Manager

Overview

As a Customer Success Operations Manager, you support the customer journey from onboarding through ongoing partnerships, coordinating cross-functional efforts to enhance satisfaction and drive revenue. You will liaise with Sales, CS, and Legal/InfoSec to manage terms, billing, and post-sale activities. Your focus is on delivering a seamless customer experience and boosting value across Megaport’s global customer base. This role sits in the Commercial Team and plays a key part in scaling customer success operations.

Pay / Benefits

• remote-first culture
• 4 weeks paid annual leave
• wellness allowance and wellbeing initiatives
• training allowance and paid study leave
• recognition programs (Legend and Kudos)
• US benefits: medical/dental/vision + 401(k)

Responsibilities

• Oversee internal customer-related tickets across JIRA projects and coordinate cross-team activities
• Manage customer service requests, processing service orders and cross-connect orders
• Support onboarding for new customers and track onboarding metrics in SFDC
• Lead gathering of customer questionnaires, RFPs, security/compliance and financial forms
• Coordinate with Legal and InfoSec for non-standard commercial terms
• Oversee billing tasks and review staged invoices and customer invoices
• Serve as primary contact for billing between Finance and Sales on aging/collections
• Deliver high customer satisfaction through proactive support and issue resolution
• Support data collection/reporting for customer business reviews and communicate trends to management
• Maintain knowledge of Megaport products and operational systems

Key requirements

• Experience in Account Management / Customer Success / Sales role
• CRM/Ticketing experience (JIRA and Salesforce) preferred
• Strong focus on customer success and needs-driven guidance
• Natural problem solver who can propose solutions to service issues
• Ability to perform in a fast-paced, multi-task environment
• Excellent verbal and written communication
• Collaborative with internal and external stakeholders
• Willingness to learn new skills and systems
• Experience in software, Cloud SaaS or telecom industries is a plus

• Customer-centric mindset
• Strong communication
• Collaborative cross-functional work
• JIRA
• Salesforce (SFDC)
• Billing processes

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