Director, Customer Success

Compass Datacenters•Dallas, TX

4d•Onsite

About The Position

Come join our Rocket Ship and be part of Compass Datacenter’s mission to make lives better by providing the world’s technology leaders with a secure place to plug-in wherever they grow. We provide custom, move-in ready data centers from edge deployments to core facilities serving hyperscale, cloud and enterprise customers. At Compass we have our sights set on leaving a legacy imprint on the data center industry. By putting Culture first, we can show this not only produces results, but more importantly, can change lives. If you don’t believe us, just ask a fellow Compasser! Compass is seeking a Director, Customer Success to join our onsite team in Mississauga, ON The Director of Customer Success stewards the post-lease customer relationship and helps build the trust needed for long term partnerships. This role works across Customer Management (Sales), Design, Delivery, Operations, Finance, and Legal to ensure clear communication, shared awareness, and steady improvement throughout the customer journey. The Director serves as a trusted advisor to both customers and colleagues, provides visibility to customer sentiment and emerging risks, and helps align stakeholders during complex or escalated situations.

Requirements

8+ years of experience in customer success, account management, program management, operations, construction, or a related field
Experience working in complex, cross functional environments
Strong communication skills with the ability to engage customers and senior leaders
Sound judgment and composure in ambiguous or escalated situations
Working knowledge of contracts, commercial terms, and customer facing business processes

Nice To Haves

Experience in data centers, mission critical infrastructure, construction, or related industries preferred

Responsibilities

Customer Relationship Management Build and maintain strong relationships with customer stakeholders
Steward the post lease customer relationship across the customer journey
Understand customer priorities, sentiment, and concerns
Support continuity between customer stakeholders and Compass teams
Provide clear and consistent customer facing communication
Support executive communications in sensitive or high visibility situations
Surface customer sentiment and emerging risks early
Maintain internal awareness to support aligned decision making and no surprises
Partner across Compass teams to support customer outcomes
Help align stakeholders during complex issues, schedule challenges, and escalations
Bring a clear customer perspective to internal discussions and resolution planning
Support issue management without taking ownership away from execution teams
Maintain awareness of key lease terms, amendments, and commercial structures
Support customer business reviews and executive alignment
Provide customer context for notices, amendments, billing, collections, and other customer facing matters
Partner with internal teams on customer facing legal and commercial discussions
Capture and share lessons learned across customer engagements
Identify patterns and opportunities to improve communication and process
Support stronger future outcomes through steady, practical improvement