Customer Success Manager

Megaport Limited

Job Overview

Location

Gurugram

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for enterprise customers, ensuring seamless onboarding, adoption, and ongoing satisfaction with Megaport’s Network as a Service (NaaS) platform.
• Proactively monitor customer health metrics and usage 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 evaluate ROI, demonstrate value, and uncover expansion opportunities within existing customer relationships.
• Develop and deliver customized success plans tailored to each customer’s business objectives, technical environment, and cloud integration goals.
• Manage a portfolio of mid-to-large enterprise customers across Asia-Pacific, ensuring consistent communication and high-touch service delivery.
• Act as a trusted advisor to customers, educating them on best practices for network automation, multi-cloud connectivity, and NaaS optimization.
• Document customer interactions, outcomes, and feedback in CRM systems with accuracy and timeliness to support reporting and strategic planning.
• Lead cross-functional initiatives to improve customer experience, including feedback loops, knowledge base contributions, and process enhancements.
• Respond to escalations with urgency and empathy, resolving complex technical or operational issues in coordination with internal support teams.
• Track and report on key performance indicators including customer retention rate, Net Promoter Score (NPS), and customer satisfaction (CSAT).
• Participate in global customer success team meetings to share regional insights, learn from peers, and align on global best practices.
• Stay current on Megaport’s product roadmap, partner integrations (Amazon, Microsoft, Google, Oracle, IBM), and industry trends in cloud networking.
• Represent Megaport at customer events, webinars, and industry forums to strengthen brand presence and customer loyalty.
• Maintain strict adherence to company values: collaboration over hierarchy, curiosity-driven growth, and unwavering customer-centricity.

🎯 Requirements

• Proven experience as a Customer Success Manager in a B2B SaaS or cloud infrastructure environment
• Demonstrated ability to manage enterprise customer accounts with complex technical requirements
• Strong understanding of cloud networking, multi-cloud environments, or Network as a Service (NaaS) technologies
• Excellent communication and presentation skills with the ability to engage technical and non-technical stakeholders
• Proficiency in CRM systems (e.g., Salesforce) and customer success platforms
• Experience analyzing customer health metrics and driving retention and expansion strategies

🏖️ Benefits

• Collaborative and supportive team culture that values curiosity and inclusivity
• Opportunity to work with global tech leaders including Amazon, Microsoft, Google, Oracle, and IBM
• Flexible work environment with cross-time zone collaboration
• Exposure to a rapidly growing global SaaS company publicly listed on the Australian Stock Exchange

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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