Job DescriptionPosition Title: Customer Success Manager
Location: Dallas, TX; Ashburn, VA; Charlotte, NC; Atlanta, GA; Miami, FL; Los Angeles, CA; Seattle, WA; Hillsboro, OR; San Francisco, CA
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.
What you'll do - 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.
What you'll need - Bachelor's degree in Business, IT, Engineering, or a related discipline, or equivalent relevant customer relationship experience.
- Minimum of 5 years of experience in a customer-facing role within a service organization, preferably in utilities, data centers, IT, or telecommunications.
- Experience in service management, ideally supporting complex or international customers; ITIL qualification and experience are preferred.
- Experienced-level product and technical knowledge, problem-solving capability, cross-functional collaboration, and stakeholder management appropriate for strategic, less-complex customer accounts.
- Ability to work effectively with Operations, Implementation Services, Sales, Finance, segment teams, customers, and potential integrators in a matrixed environment.
- Working knowledge of Digital Realty products, services, value propositions, and mission-critical infrastructure components, with the ability to build and maintain that knowledge.
- Strong analytical and problem-solving skills, including the ability to break complex issues into manageable components, identify underlying causes, and distinguish critical details from less relevant information.
- Excellent interpersonal, written, verbal, listening, reporting, and organizational skills, with the ability to communicate clearly and sensitively across stakeholder levels.
- Ability to travel approximately 20% of the time.
Our Compensation PhilosophyOur published pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and geographical location. Individual pay is based on additional factors including but not limited to job-related skills, experience, and relevant education and/or training. Moreover, an employee's total compensation package varies by role and may include salary, cash bonus or commissions, and equity awards not quantified below.
Compensation range: $95,000 - $130,000 annually. This compensation range represents the Company's good faith belief as to what it will pay as a salary for this position at the time of this posting.
Benefits: For this role, Benefits include medical, dental, vision, life and AD&D insurance, 401k match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more.
