Manager Customer Success (m/f/d)

Digital Realty Trust, L.P.; Deutschland; Vor Ort; EUR 110.000 - 150.000; Vollzeit

Zusammenfassung

Digital Realty Trust, L.P. is seeking a Europe Central Customer Success leader to drive end-to-end service delivery for strategic hyperscale customers.

You will implement the Global Operating Model, manage escalations, and lead a regional CS team across functions to ensure service excellence. The role demands a Bachelor4s degree, 3+ years in customer-facing tech environments, proven leadership, and strong stakeholder management.

Qualifikationen

• Bachelor4s degree or equivalent experience.
• 3+ years in customer-facing roles within Data Center, Telecommunications, Cloud, Managed Services, IT Infrastructure or other critical service environments.
• Leadership experience with responsibility for people management and team development.
• Fluent English is required; German language skills at B1 level or above are desirable.

Aufgaben

• Lead, coach, and support the Customer Success team.
• Execute Customer Health, Lifecycle, and Onboarding processes.
• Oversee customer engagement, SLA performance, operational service delivery, and customer satisfaction.
• Lead customer escalations, incident communications, service reviews, and executive stakeholder engagement.
• Act as a trusted escalation point for strategic Hyperscale customers and drive timely resolution of complex operational issues.
• Drive KPI performance and continuous service improvements.
• Partner closely with Operations, Engineering, Security, Finance, HR, Sales, and Customer Operations.
• Manage budgets, resource allocation, and workforce planning.
• Represent the subregion in global Customer Success forums.
• Foster a customer-centric culture focused on service excellence, accountability, and operational transparency.

Kenntnisse

Leadership

Customer focus

Communication

Escalation management

MS Office suite

Ausbildung

Bachelor4s degree or equivalent

Tools

MS Office (Excel, Visio, Project)

Jobbeschreibung

About the Role

This role leads the Customer Success function for the Europe Central subregion, ensuring seamless end-to-end delivery of operational services for strategic Hyperscale customers. You will execute the Global Operating Model, drive customer health, manage customer escalations, and lead a regional Customer Success team to deliver service excellence across functions, processes, and people.

Key Responsibilities

• Lead, coach, and support the Customer Success team.
• Execute Customer Health, Lifecycle, and Onboarding processes.
• Oversee customer engagement, SLA performance, operational service delivery, and customer satisfaction.
• Lead customer escalations, incident communications, service reviews, and executive stakeholder engagement.
• Act as a trusted escalation point for strategic Hyperscale customers and drive timely resolution of complex operational issues.
• Drive KPI performance and continuous service improvements.
• Partner closely with Operations, Engineering, Security, Finance, HR, Sales, and Customer Operations.
• Manage budgets, resource allocation, and workforce planning.
• Represent the subregion in global Customer Success forums.
• Foster a customer-centric culture focused on service excellence, accountability, and operational transparency.

Your Profile

• Bachelor’s degree or equivalent experience.
• 3+ years of experience in customer-facing roles within Data Center, Telecommunications, Cloud, Managed Services, IT Infrastructure or other critical service environments.
• Previous leadership experience with responsibility for people management and team development.
• Strong Service Management background within Data Center environments is highly desirable, ideally supporting hyperscale or other mission-critical customers. A background in IT Infrastructure, Telecommunications, Managed Services, or Cloud environments is equally welcome.
• Proven experience leading dispersed teams and managing demanding stakeholder environments.
• Advanced MS Office skills (Excel, Visio, Project).
• Outstanding communication and escalation management skills.
• Strong customer focus, stakeholder engagement abilities, and problem-solving mindset.
• Fluent English is required.
• German language skills at B1 level or above are highly desirable.

Benefits

• Open door culture with short communications paths and flat hierarchies
• Personalized onboarding plan (buddy system), education programs
• Personal development options in a fast-growing environment
• Extensive social benefits (Flexible working hours, digital meal vouchers, bike leasing, pension plan, etc.)
• Many extras like free drinks, fresh fruit, or cool team events

A bit about us

Digital Realty is the leading provider of carrier and cloud neutral data centre services by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in50+metros across28countries on6continents. We've3,500+colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.