Customer Success Manager

Megaport Limited

Job Overview

Location

Mumbai

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for enterprise customers, ensuring seamless onboarding, adoption, and ongoing success with Megaport’s Network as a Service (NaaS) platform.
• Proactively monitor customer health metrics and engagement patterns to identify at-risk accounts and implement retention strategies before churn occurs.
• Collaborate with Sales, Technical Support, and Product teams to align customer needs with service capabilities and drive product feedback into development cycles.
• Conduct regular business reviews with key accounts to assess usage, ROI, and expansion opportunities, translating technical capabilities into business value.
• Develop and deliver customized success plans tailored to each customer’s industry, technical environment, and strategic objectives.
• Act as a trusted advisor to customers, educating them on best practices for network automation, cloud connectivity, and multi-cloud integration using Megaport’s platform.
• Manage a portfolio of mid-to-large enterprise customers across Asia-Pacific, ensuring consistent communication and high satisfaction scores.
• Document customer interactions, outcomes, and insights in CRM systems with accuracy and timeliness to support reporting and forecasting.
• Identify and nurture upsell and cross-sell opportunities by understanding customer growth trajectories and infrastructure evolution.
• Represent the customer voice internally by advocating for feature enhancements, process improvements, and service optimizations based on direct feedback.
• Coordinate with Global Customer Success teams to share regional insights, replicate successful strategies, and maintain consistency in customer experience across markets.
• Participate in customer-facing events, webinars, and case study development to amplify customer success stories and strengthen brand credibility.
• Maintain deep knowledge of Megaport’s integrations with AWS, Microsoft Azure, Google Cloud, Oracle, IBM, and other major cloud providers to provide authoritative guidance.
• Respond to escalations promptly and effectively, resolving complex technical or operational issues in partnership with Engineering and Support teams.
• Meet and exceed quarterly and annual KPIs related to customer retention, expansion revenue, satisfaction (CSAT/NPS), and adoption rates.

🎯 Requirements

• Proven experience as a Customer Success Manager in a B2B SaaS or cloud infrastructure environment
• Demonstrated ability to manage enterprise-level customer portfolios with complex technical requirements
• Strong understanding of cloud networking, SDN, and multi-cloud architectures
• Excellent communication and presentation skills with the ability to translate technical concepts for business stakeholders
• Proficiency in CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Totango)
• Experience working in a global, cross-time-zone environment

🏖️ Benefits

• Opportunity to work with global tech leaders including Amazon, Microsoft, Google, Oracle, and IBM
• Collaborative, supportive, and genuinely fun team culture that values curiosity and voice
• Exposure to cutting-edge Network as a Service (NaaS) technology at the forefront of cloud connectivity
• Global team environment with colleagues across Asia-Pacific, Europe, and the Americas

Skills & Technologies

Onsite

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Megaport Limited

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About Megaport Limited

Megaport Limited operates a global software-defined network that enables enterprises and service providers to connect between data centers, cloud providers, and internet exchanges via an on-demand, elastic interconnection platform. Founded in 2013 and headquartered in Brisbane, Australia, the company provides Layer 2 Ethernet services, virtual routing, and direct cloud connectivity to AWS, Microsoft Azure, Google Cloud, and others across North America, Europe, and Asia-Pacific. Customers provision, scale, and manage bandwidth in real time through a self-service portal and API, replacing traditional fixed circuits with flexible, pay-as-you-go networking.

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