Senior Customer Success Manager

The Customer Success Manager (CSM) serves as the primary post-sales point of contact for assigned customers and is responsible for ensuring successful service delivery, customer satisfaction, contract compliance, and long-term account growth. The CSM partners closely with Operations, Engineering, Project Management, Commercial, and Finance teams to provide an exceptional customer experience throughout the customer lifecycle.

Key Responsibilities

• Customer Relationship Management
• Act as the primary interface for assigned customer accounts.
• Develop and maintain executive and operational stakeholder relationships.
• Conduct regular service reviews and governance meetings.
• Understand customer business objectives and infrastructure requirements.
• Drive customer satisfaction and retention.
• Service Delivery & Operations Coordination
• Coordinate customer onboarding and service activation.
• Work closely with Data Center Operations teams to address customer requests.
• Monitor service performance against agreed Service Level Agreements (SLAs).
• Manage incident communications and escalations.
• Ensure timely resolution of operational and commercial issues.
• Commercial & Contract Management
• Maintain awareness of contractual obligations and commitments.
• Support contract renewals, amendments, and service expansions.
• Identify upsell and cross-sell opportunities.
• Assist with budgeting, forecasting, and revenue tracking for assigned accounts.
• Coordinate customer billing inquiries and dispute resolution.
• Project & Change Management
• Support customer expansion projects, migrations, and infrastructure deployments.
• Coordinate customer change requests with internal stakeholders.
• Customer Advocacy
• Represent customer needs internally.
• Gather and communicate customer feedback.
• Promote a customer-centric culture across the organization.

Qualifications

• Bachelor’s Degree in Business, Engineering, Information Technology, or related field.
• 5-10 years of experience in customer success, account management, service delivery, or data center operations.
• Experience supporting hyperscale, cloud, AI, telecom, or enterprise customers preferred.
• Strong understanding of data center services, colocation, critical infrastructure, or digital infrastructure markets.
• Experience managing executive-level customer relationships.

#J-18808-Ljbffr

Tagged as: Change Management, Contract Management, Forecasting, Project Management