Senior Customer Success Manager

Dataone; Vineland; On-site; CAD 125,000 - 180,000; Full time

Job summary

DataOne seeks a Senior Customer Success Manager to act as the face of DataOne in the United States. You will serve as the strategic and technical contact for major American clients, ensuring infrastructure meets operational requirements and aligns with business goals.

You will bridge clients’ business needs with DataOne’s engineering and product teams, leading retention, expansion, and high‑level stakeholder communication in a fast-paced, matrix environment.

Qualifications

• Minimum 7 years in Customer Success, Technical Account Management, or Project Management within Data Center, Energy, or High Tech Industrial sectors.
• Deep understanding of mission-critical infrastructure (Power, Cooling, AI Compute stacks) and the American tech ecosystem.
• Executive presence with ability to engage C-suite and on-site technical teams.

Responsibilities

• Strategic Partnership: act as trusted advisor for US-based clients and align DataOne’s infrastructure roadmap with their needs.
• Onboarding & Delivery Oversight: supervise transitions from deployment to operations ensuring specifications meet expectations.
• Technical Advocacy: translate complex technical challenges into business-focused updates for leadership.
• Operational Excellence: conduct Quarterly Business Reviews focusing on KPIs, sustainability metrics, and SLA adherence.
• Incident Management Lead: serve as executive escalation point during critical infrastructure events.
• Voice of the Customer: funnel US market requirements back to Engineering and Product teams for improvements.
• Account Growth: identify opportunities for capacity expansion or additional services within existing accounts.

Skills

Executive presence

Communication

Problem solving

Storytelling

Team collaboration

English proficiency

Job description

About the Role:

As the Senior Customer Success Manager, you are the "face of DataOne" in the United States. You serve as the primary strategic and technical point of contact for our major American clients (Hyperscalers, AI Labs, and Enterprise). Your mission is to ensure that our industrial AI infrastructures perfectly meet our clients' operational requirements. You bridge the gap between our clients' high-level business goals and our technical operations, ensuring long-term satisfaction, retention, and account growth.

Responsibilities:

• Strategic Partnership: Act as the trusted advisor for US-based clients, understanding their long-term AI strategy and aligning DataOne’s infrastructure roadmap with their needs.
• Onboarding & Delivery Oversight: Supervise the transition from construction/deployment to operational phase, ensuring that technical specifications meet client expectations.
• Technical Advocacy: Translate complex technical challenges (power density, cooling efficiency, latency) into business-oriented updates for client leadership.
• Operational Excellence: Conduct Quarterly Business Reviews (QBRs) focusing on performance KPIs, sustainability metrics, and SLA adherence.
• Incident Management Lead: Serve as the executive point of escalation during critical infrastructure events, coordinating communication between our technical teams and the client.
• Voice of the Customer: Funnel US market requirements and client feedback back to our Engineering and Product teams to drive continuous improvement.
• Account Growth: Identify opportunities for capacity expansion or additional services within existing accounts.

Requirements:

• Proven Experience: Minimum 7 years in Customer Success, Technical Account Management, or Project Management within the Data Center, Energy, or High Tech Industrial sectors.
• Industry Acumen: Deep understanding of mission-critical infrastructure (Power, Cooling, AI Compute stacks) and the American tech ecosystem.
• Executive Presence: Ability to command respect and build relationships at the C Suite level while remaining "hands-on" with technical teams on-site.
• Problem Solving: A track record of managing complex, high-stakes crises with a calm, data-driven, and result-oriented approach.
• Communication: Exceptional storytelling and presentation skills; ability to make technical complexity simple and compelling.
• Mindset: Proactive, "force de proposition," and comfortable working in a fast paced, international matrix environment.
• Languages: Full professional proficiency in English; French is a plus to facilitate coordination with Group Headquarters.