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About the Role
As a Customer Success Manager, you will lead the end-to-end operational service experience for strategic customers post-sales. You will act as the primary advocate for customer success, collaborating with internal teams to ensure seamless service delivery, customer satisfaction, and long-term retention. Your role involves proactively managing customer health, driving service excellence, and identifying opportunities to strengthen relationships and business outcomes.
Responsibilities
- Own the overall post-sales customer health and success of assigned strategic customer accounts, including customer engagement, service performance, financial health, and product utilization.
- Lead regular customer service reviews and business updates, ensuring reporting aligns with contractual obligations and Digital Realty standards.
- Monitor and track SLA performance, including SLA attainment, risk identification, penalty reviews, and contractual compliance.
- Partner with implementation teams to ensure successful onboarding and transition of new customer deployments into operational support.
- Proactively identify customer risks, including potential churn, service concerns, and renewal challenges, and coordinate mitigation plans with internal stakeholders.
- Manage service-related customer escalations and complaints through to resolution, ensuring timely communication and stakeholder engagement.
- Coordinate customer audits and ensure successful completion of post-Ready-for-Service (RFS) audit requirements.
- Drive customer communication during major incidents and service-impacting events, ensuring stakeholders remain informed throughout the incident lifecycle.
- Champion continuous service improvement initiatives by working with process owners and functional teams to enhance customer experience and operational performance.
- Participate actively in the global Customer Success community and contribute to broader operational and customer success initiatives.
Requirements
- Bachelor's degree in Business, Information Technology, Engineering, or a related discipline, or equivalent relevant work experience.
- Minimum 5 to 7 years of experience in a customer-facing role within a service-driven organization, preferably in data centers, telecommunications, IT, utilities, or related industries.
- Experience managing service delivery and customer relationships, ideally supporting complex enterprise or international customers.
- Working knowledge of service management principles, with ITIL certification or experience preferred.
- Strong stakeholder management skills with the ability to collaborate effectively across Operations, Sales, Implementation, Finance, and customer organizations.
- Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels and deliver clear, concise reporting.
- Strong analytical and problem-solving capabilities, with the ability to assess risks, identify root causes, and drive resolution.
- Ability to influence and align cross-functional teams to deliver successful customer outcomes without direct authority.
- Highly organized, self-motivated, and customer-focused, with the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated integrity, professionalism, and commitment to maintaining confidentiality while delivering exceptional customer service.
Skills
- Customer Success Management
- Service Delivery
- Stakeholder Management
- Communication Skills
- Analytical Skills
- Problem-Solving
- ITIL
- Data Center Operations
- Telecommunications
- IT
- Utilities
Experience Level
- 5 to 7 years
Education Level
- Bachelor's degree in Business, Information Technology, Engineering, or related discipline, or equivalent relevant work experience.
Benefits
- Highly competitive compensation package
- Excellent benefits
- Supportive and inclusive environment
- Development opportunities
About the Company
- Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions.
- PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges.
- Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.
Equal Opportunity
- Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.