Your role
We are seeking a highly skilled and motivated Customer Success Manager to oversee the end-to-end delivery of operational services for our strategic customers. This role is crucial in ensuring seamless service excellence with customer success at the core of our culture. The ideal candidate will have a strong background in client engagement, service management, and driving continuous improvement across internal functions.
Accountable for overall post sales customer health for in scope customers across:
1. Client Engagement – Meeting cadence, attendance, frequency
2. Service Management – SLA attainment including implementation and support risk.
3. Financial Health – Aged debt and churn risk
4. Product utilization – Customer consumption and awareness gap
5. Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards.
6. Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes.
7. Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.
8. Interlock with Implementation teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services.
9. Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.
10. Enhanced Red event customer communication during & post incident to ensure key internal and customer stakeholders are appropriated informed.
11. Identify ‘at risk’ renewals and potential churn ensuring awareness across accountable internal functional teams.
12. Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners
What you’ll need
13. Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship
14. Minimum 3+ years of experience in a customer facing roles in a service company, preferably a utility, data centre, IT, or telecommunications company.
15. Experience with Service Management, preferably of more complex international customers
16. ITIL qualifications and experience are preferred.
17. Levels of CSM will vary based on the customer type and expertise.
Soft Skills:
18. Ability to interface with internal functional teams in Operations, implementation, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
19. Problem solving ability - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
20. Committed, high energy, self-motivated and passionate for service excellence and customer focused.
21. Ability to act on their own initiative and with minimal supervision.
22. Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling)