Senior Customer Success Manager

Description Your Role As a Senior Customer Success Manager, you will lead the end-to-end operational service experience for a portfolio of strategic customers following the completion of the sales process. Acting as the primary advocate for customer success, you will work closely with internal teams across Operations, Sales, Implementation, Finance, and other cross-functional functions to ensure seamless service delivery, customer satisfaction, and long-term customer retention. You will proactively manage customer health, drive service excellence, and identify opportunities to strengthen customer relationships and business outcomes. What You'll Do • 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. What You'll Need • Bachelor's degree in Business, Information Technology, Engineering, or a related discipline, or equivalent relevant work experience. • Minimum 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. A bit about us 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. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter. What we can offer you Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. Apply today, take charge of your career and grow your talents with us. Health and Safety 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. Our Compensation Philosophy Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.