Senior Director, Customer Success

Quality Technology Services•Ashburn, VA

About The Position

It's exciting, to find yourself standing in a pivotal moment in time. It’s even more exciting to be out front leading it. At QTS, our world-class data centers are supporting our customers most strategic growth initiatives, positioning us at the forefront of today’s dynamic digital transformation. As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world’s most advanced, forward-thinking data centers. QTS is a portfolio company of Blackstone. QTS is Powered by People . People who play a vital role in our company’s culture, innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable, resourceful and mission driven. Together, we do great things. As a Senior Director, Customer Success you are responsible for defining and executing the global Customer Success strategy, driving customer retention, adoption, and satisfaction. You will build a high-performing team, influence company-level decisions, and ensure scalable processes to deliver exceptional customer experiences. You will strengthens Customer Success as a revenue-protecting and growth-enabling function, improving customer experience, reducing churn risk, and ensuring scalable growth as customer complexity increases.

Requirements

Bachelor’s degree in business, Marketing, or related field (Master’s/MBA preferred).
Deep understanding of the data center industry or related sectors, including market trends, operational models, and customer needs.
10 or more years’ professional experience that includes leading cross functional teams, strategic planning, and driving business growth.
Proven track record of driving retention, expansion, and customer satisfaction in a data center environment.
Ability to build, scale, and mentor high-performing teams.
Align CS initiatives with business objectives.
Strong relationship-building and executive presence.
Data-Driven Decision Making: Proficiency in data center business metrics
Cross-Functional Collaboration: Work closely with Sales, Product, and Support.
Excellent communication and presentation skills.
Strong problem-solving and conflict resolution abilities.
Ability to manage complex enterprise accounts and escalations.

Responsibilities

Define and execute the Customer Success strategy aligned with company goals.
Set long-term strategic goals, influence company-wide strategies, and work closely with executive leadership to build a best-in-class customer success program.
Responsible for aligning the CS Teams with the organization's strategic goals.
Drive initiatives to improve customer retention, adoption, and satisfaction.
Lead and mentor a team of Customer Success Managers.
Build strong relationships with key accounts and executive stakeholders.
Act as an escalation point for critical issues and ensure timely resolution.
Collaborate with Sales, Product, and Support to ensure seamless customer experience.
Monitor customer health scores, usage analytics, and satisfaction metrics (e.g., NPS).
Implement Customer Success platforms and automation tools.
Standardized processes for scalable customer engagement and continuous improvement.
Develop playbooks and governance, drive consistency across regions and sites.
Define criteria for assigning a dedicated CSM based on revenue, complexity, strategic importance, and risk profile.
Implement KPIs tied to retention, expansion, customer health, and escalations.
Provide executive-level visibility into customer risk and CS performance.