Customer Success Manager - Global Accounts

Digital Realty • Dallas, TX

7d

About The Position

As an early-career member of the Global Customer Success organization, this role
supports the delivery of operational service excellence for assigned customers
while developing the skills required to manage more complex accounts over time.

The Associate Customer Success Manager partners closely with senior team members
to ensure a consistent, high-quality customer experience, while beginning to
build direct relationships with customers and internal stakeholders.

This role is foundational to developing future strategic relationship managers
who contribute to customer satisfaction, retention, and long-term partnership.

Requirements

• Bachelor’s degree in Business, IT, Engineering, or a related discipline (or equivalent experience).
• 0–3 years of experience in customer-facing, operations, or service-oriented roles.
• Interest in customer success, account management, or relationship management within data centers, technology, or related industries.
• Basic understanding of service delivery concepts; familiarity with ITIL or similar frameworks is a plus.
• Strong willingness to learn and develop in a fast-paced, customer-focused environment.

Responsibilities

• Supports the overall health of assigned customer accounts, contributing to engagement, satisfaction, and retention.
• Participates in customer meetings such as operational reviews and service discussions, with guidance from senior team members.
• Begins to build relationships with customer stakeholders through regular communication and follow-up.
• Tracks and documents customer activity, ensuring accurate and timely updates within internal systems.
• Assists in monitoring service delivery performance, including SLA adherence and operational metrics.
• Partners with internal teams to support implementation activities and ongoing service coordination.
• Helps ensure customer requirements and expectations are clearly communicated and understood across teams.
• Supports the preparation and maintenance of customer documentation, including playbooks and service records.
• Collaborates with Operations, Implementation, Sales, and Finance teams to support customer needs.
• Assists in coordinating internal responses to customer requests and issues.
• Supports escalation management by ensuring timely communication and follow-up under the direction of senior team members.
• Develops an understanding of key customer health indicators, including operational performance and engagement trends.
• Identifies and escalates potential risks or issues to senior team members.
• Supports follow-up actions related to customer feedback, surveys, and service reviews..
• Actively participates in training programs to build knowledge of Digital Realty’s products, services, and customer success practices.
• Develops an understanding of customer environments, business drivers, and industry trends.
• Builds foundational skills in customer communication, problem-solving, and service management.
• Contributes to a collaborative team environment by sharing knowledge and supporting peers.
• Participates in team initiatives and continuous improvement efforts.
• Engages with the broader Customer Success community to build skills and awareness.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees