Customer Success Manager

Keel Infrastructure•New York, NY

10d•$115,000 - $155,000•Hybrid

About The Position

Keel Infrastructure is seeking a Customer Success Manager in Program Delivery to serve as the tenant’s day-to-day point of contact. The role ensures tenant needs are captured at intake and carried through design, construction, and operational handover. Reporting to the VP, Data Center Program Delivery, the Customer Success Manager acts as the liaison between tenants and Keel’s development team. The role works closely with tenants, Leasing and Corporate Development, Pre-Construction, the Program Coordinator, Engineering, Project Controls, Construction Delivery, and Operations. The position is based in the New York office, with a minimum of three onsite days per week and periodic travel to project sites, vendor facilities, and partner locations as required.

Requirements

At least 8 years of experience in a tenant- or client-facing role on behalf of a complex mission-critical project, in program management or customer account roles within construction, infrastructure, data center, HPC/AI, or a comparable capital-project environment.
Working knowledge of construction delivery, schedules, and change management.
Ability to read technical data, drawings, and schedules.
Strong written and verbal communication skills, including the ability to lead tenant meetings, report on project challenges, and determine when and how to escalate issues with solutions.
Bachelor’s degree in engineering, construction management, business, sales, or a related field, or equivalent experience.

Nice To Haves

PMP, CAPM, CCM, or similar credential.

Responsibilities

Support Leasing in collecting tenant project requirements and prepare a Tenant Deliverable Package, including basis of design, specifications, drawings, models, OPRs, reporting standards, delivery strategy, acceptance criteria, schedule expectations, and assumptions or constraints.
Maintain tenant deliverable package requirements from intake through operational handover as the source of truth for each work stream.
Own the day-to-day tenant relationship as the single point of contact, run regular touchpoints, and track action items.
Prepare tenant-facing reports with Project Controls and the Program Coordinator covering RFIs, schedule, progress, risks, and upcoming decisions.
Manage the change control process for tenant change requests and issues, including receipt, logging, routing, and closure.
Evaluate scope, cost, and schedule impacts of tenant changes with Project Controls and escalate decisions or exceptions to the VP of Data Center Program Delivery when needed.
Ensure metrics and expectation criteria support tenant milestones through design, construction, and commissioning.
Obtain approvals and facilitate feedback through design reviews, construction milestones, and tenant handover readiness.
Deliver a complete close-out package with the Program Coordinator and work with Construction to validate punch list items.
Coordinate testing and commissioning requirements with the Director of Quality Assurance / Commissioning and the VP of Operations.
Surface commercial questions and misalignment early to Leasing and Corporate Development, and address technical, cost, and schedule responses with Engineering and Project Controls.
Evaluate tenant technical information to flag scope gaps or scope creep and understand data center design and construction phases from concept through completion.