Customer Success Manager

About the role

Your Role As a Customer Success Manager, you will lead the end-to-end delivery of operational service for assigned strategic customers, serving as a key customer-facing representative of Digital Realty. You will coordinate across Operations, Implementation Services, Sales, Finance, subregional and cross-functional teams to protect customer health, deliver against contractual commitments, resolve service issues, and create a seamless post-sales experience centered on customer success in this non-commission role.

Location: Dallas, TX; Ashburn, VA; Charlotte, NC; Atlanta, GA; Miami, FL; Los Angeles, CA; Seattle, WA; Hillsboro, OR; San Francisco, CA

Responsibilities

• Own overall post-sales customer health across client engagement, service management and SLA attainment, financial health including aged debt and churn risk, and product utilization and awareness.
• Lead regular customer service reviews, using reporting aligned with contractual requirements and Digital Realty standards, and communicate organizational, product, system, process, and policy changes.
• Track contractual SLA performance, review and validate potential service penalties, and coordinate customer communication during and after Red events so key internal and customer stakeholders remain appropriately informed.
• Partner with Implementation Services to support post-sales onboarding for new deployments and introduce customers to Digital Realty products and services.
• Document enhanced customer operational requirements in Customer Playbooks and ensure relevant internal teams understand and act on those requirements.
• Identify at-risk renewals and potential churn, and drive awareness and coordinated action across accountable internal functional teams.
• Coordinate post-RFS customer audits through successful completion and close the loop on customer listening posts and survey detractors with timely follow-up.
• Manage service-related escalations and complaints from recording through escalation, resolution, and confidential handling.
• Identify and drive service improvements through accountable functional teams and process owners while contributing to the Operations Management Team and Global Customer Success community.
• Follow applicable Quality Management, Environmental, and Health and Safety responsibilities while modeling customer focus, teamwork, ownership, delivery, inclusion, and continuous improvement