Customer Success Manager

QTS Data Centers•Ashburn, VA

11d•Onsite

About The Position

The Customer Success Manager (CSM) for Strategic and Hyperscale Accounts serves as the primary point of contact and trusted advisor, responsible for delivering a seamless, high-quality customer experience across the full lifecycle. This role drives structured customer engagement, proactively manages performance and risk, and leads cross-functional alignment to ensure consistent execution against customer expectations. The CSM also translates customer insights into actionable improvements, strengthening service delivery and long-term partnership success.

Requirements

7+ years of experience in Customer Success, Account Management, Program Management, or related customer-facing roles supporting complex strategic accounts
Experience within data center, colocation, cloud infrastructure, or other critical facilities environments
Proven ability to lead structured governance cadences, including Monthly, Quarterly, and Executive Business Reviews (MBRs, QBRs, EBRs), with both operational and executive stakeholders
Proven ability to manage customer relationships end-to-end, including onboarding, operational support, and ongoing governance
Strong ability to translate customer business requirements into actionable plans and align cross-functional teams to deliver outcomes
Demonstrated experience managing multiple priorities, customer engagements, and internal coordination simultaneously while maintaining a high level of service
Experience driving issue resolution and coordinating cross-functional teams across operations, engineering, product, and sales organizations
Excellent communication, presentation, and relationship management skills, with the ability to engage both technical and executive stakeholders
Strong problem-solving and critical thinking skills, with a proactive and customer-focused mindset

Nice To Haves

Experience supporting hyperscale or large-scale single-tenant deployments
Familiarity with data center operations concepts (e.g., power, cooling, operational readiness, telemetry/monitoring)
Experience engaging with C-level stakeholders and leading executive-level conversations
Proficiency with CRM, ticketing, and operational tools (e.g., Salesforce, ServiceNow, or similar platforms)
Understanding of service management frameworks (SLA management, incident and escalation processes)
Bachelor’s degree in Business, Communications, Information Technology, or a related field (or equivalent experience)

Responsibilities

Build and strengthen trusted customer relationships through a structured governance model, leading Monthly, Quarterly, and Executive Business Reviews (MBRs, QBRs, EBRs) to evaluate performance, identify growth opportunities, and assess overall satisfaction
Serve as the primary point of contact for day-to-day customer needs and requests, ensuring timely and effective resolution of inquiries
Proactively monitor customer health, including utilization, operational performance, and potential risks, to drive informed engagement and outcomes
Align with customers on priorities and expectations to ensure consistent delivery against business objectives and tracking what success looks like throughout each phase of the customer journey.
Understand and translate customer business requirements and goals into actionable plans by aligning the appropriate internal teams to support delivery
Serve as the voice of the customer by translating feedback and insights into actionable recommendations that enhance the customer experience across the organization
Lead customer onboarding efforts, including training on the customer portal, key operational processes, escalation paths, and ongoing communication cadence
Assess issues and manage escalations with urgency, coordinating cross-functional teams to drive timely and effective resolution
Drive cross-functional alignment across internal teams to deliver a seamless, consistent customer experience
Lead and support efforts to improve efficiency and processes