Customer Success Manager

Digital Realty • Dallas, TX

1d • $95,000 - $130,000 • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• ITIL qualification and experience are preferred.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level