{"id":1117245,"url":"https://alion.io/job/megaport-customer-success-operations-manager","title":"Customer Success Operations Manager","company":{"id":7367,"name":"Megaport","domain":"megaport.com","url":"https://alion.io/company/megaport","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":85,"open_postings":5,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":["US","GB"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":97000,"period":"year","method":"role_country_seniority_unknown","sample_n":799},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-22T15:59:23Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-22T21:44:40Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"The Role\nReporting into the Customer Success Operations - Senior Manager based out of the USA, the Customer Success Operations Manager (CSOM) will work as part of the EMEA Regional Sales team, supporting both the Sales and CSM teams. The role will be engaged around activities related to the customer experience, including providing support for initial customer onboarding, driving overall customer satisfaction, and helping to grow and retain revenue on existing accounts.\nThis role will be responsible for facilitating internal activities related to the customer, including coordinating activity between teams within Megaport. Passionate about the customer experience, you will be tasked with supporting and delivering on Megaport’s value to continually strive to increase customer satisfaction.\nThe position will sit within the broader Commercial Team, working closely alongside our Customer Success Managers, as well as Solutions Architects. The CSOM will play an integral role within the team and, ultimately, be responsible for providing support for ongoing commercial interactions with the global customer base, aiming to expand, retain and develop, and drive increased value from customers.\nTasked with supporting and delivering on Megaport’s value proposition, you will continually strive to increase customer dependency from the numerous and ever-growing range of Megaport benefits.\nWhat You'll Be Doing\nProvide oversight and reporting on internal customer related tickets within various JIRA projects, facilitating internal activity within the larger organization.\nManagement of customer service requests including processing manual service order agreements and facilitating outsourced cross connect orders\nSupport initial customer onboarding for all new customers including tracking all onboarding metrics within SFDC\nSupport customer intake process, including taking the lead on completion of customer questionnaires, RFP’s, security and compliance forms, financial intake forms, and other pre-sales partner/customer vendor forms.\nEngage with Legal and InfoSec teams as needed to support non-standard commercial terms and conditions.\nManage billing assurance tasks including review of initial customer staged invoices, and new customer invoice reviews.\nServe as the point of contact on billing activities between Finance and Sales teams related to customer aging and collection efforts.\nEnsure high customer satisfaction by delivering exceptional service and support, including direct interaction with customers to help resolve issues\nSupport data collection and reporting for commercial teams as related to customer business reviews.\nCommunicate broader trends to management to improve the customer experience.\nLearn and maintain in-depth knowledge of Megaport products and solutions, and operational systems.\nWhat We Are Looking For\nDemonstrated experience in an Account Management/ Customer Success/ Sales role.\nExperience working with a CRM/Ticket Management system (JIRA & Salesforce) preferable.\nPassion for customer success; ability to identify, appreciate customer needs to guide them through processes seamlessly.\nA natural problem solver, who can understand customer service issues and present suitable solutions.\nAbility to work in a fast-paced environment, with multiple tasks or goals.\nStrong verbal and written communication skills.\nAbility to collaborate and work effectively across internal and external organizations.\nEnthusiasm and energy towards picking up new skills and systems.\nExperience within the software, Cloud SaaS or Internet/Telecommunications industries is a plus\nWhat We Offer\nFlexible working environment - a remote-first culture with coworking options available\nGenerous leave plans - including 4 weeks of paid annual leave, parental leave, birthday leave, and a purchased annual leave program\nHealth and wellness support - through a wellness allowance and employee wellbeing initiatives\nComprehensive learning support - generous study and training allowance plus 5 days of paid study leave\nCreative, modern workspaces - designed to inspire when you're not working remotely\nMotivated, inclusive team - work alongside industry experts and fresh talent\nRecognition programs - celebrate achievements with our Legend and Kudos awards\nFor U.S. employees - access to medical, dental, and vision insurance, plus a 401(k) plan","description_format":"text","description_chars":4365,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Enterprise Networks","Network Interconnect"],"lifecycle":[{"event":"open","at":"2026-09-22T16:50:45Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; 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