Senior Customer Success Manager – Strategic Accounts

Data4; Marcoussis; On-site; EUR 60,000 - 90,000; Full time

Job summary

DATA4 is seeking a Customer Success Leader to manage strategic accounts within our data centers. You will own the relationship lifecycle, coordinate onboarding, and drive continuous improvement across services and stakeholders.

Ideal candidates bring strong listening and analytical skills, project management experience, and fluency in English and local language. On-site role with exposure to governance, security, and cloud-related initiatives.

Qualifications

• Experience in customer relationship management within data centers.
• Experience managing Key Accounts.
• Strong listening, analytical and communication abilities.
• Ability to coordinate and manage projects and external service providers.
• Project management skills.
• Proficiency with standard office productivity tools.
• Basic knowledge of data center technologies: power, cooling, security, and connectivity.
• Fluent in the local language and English.

Responsibilities

• Ensure customer satisfaction, retention, and growth by delivering proactive, high‑value, and personalized support throughout the customer lifecycle within our data centers.
• Serve as the primary point of contact for the client for all types of requests.
• Lead client onboarding: run kickoff meetings, grant portal access, and provide training on key procedures.
• Draft and distribute meeting minutes (internal and external).
• Manage customer communications including maintenance, events, incident management, improvement areas, and technical works.
• Monitor and improve customer satisfaction.
• Provide on‑call support as Head of Customer Success when required.
• Act as an interface between customer requests and internal departments.

Skills

Strong listening skills

Analytical skills

Attention to detail

Diplomacy

Communication skills

Customer service mindset

Ability to simplify technical topics

Collaboration

Problem-solving

Stakeholder management

Tools

ITSM tools

CRM tools

Job description

Responsibilities

• Ensure customer satisfaction, retention, and growth by delivering proactive, high‑value, and personalized support throughout the customer lifecycle within our data centers.
• Serve as the primary point of contact for the client for all types of requests.
• Represent DATA4 during the Operations/Run phase, which begins after contract signature and delivery of the agreed customer scope.
• Be an accountable member of the Sales Division for overall service quality, focusing on service continuity.
• Lead client onboarding: run kickoff meetings, grant portal access, and provide training on key procedures.
• Ensure execution of DATA4’s contractual commitments.
• Share deliverables such as KPIs, reports, and documentation.
• Prepare and lead customer meetings: steering committees, follow‑ups, and audits.
• Draft and distribute meeting minutes (internal and external).
• Manage customer communications including maintenance, events, incident management, improvement areas, and technical works.
• Support clients during audits.
• Handle all customer requests, informing management and affected teams.
• Participate in internal meetings related to managed accounts.
• Act as part of the customer‑defined escalation chain.
• Monitor and improve customer satisfaction.
• Provide on‑call support as Head of Customer Success when required.
• Act as an interface between customer requests and internal departments.
• Maintain up‑to‑date documentation.
• Manage client tickets using DATA4’s tools related to CSM activities.
• Manage customer satisfaction processes (surveys, churn analysis, recommendations, DATA4 events).
• Identify pain points or areas for improvement and coordinate internal corrective actions with support, technical, and network teams.
• Identify cross‑sell and up‑sell opportunities (e.g., hands & eyes, contract upgrades, disaster recovery services, cloud services).
• Collaborate with Sales and Pre‑Sales to design customer‑focused solutions.
• Ensure strategic alignment and understanding of client needs via steering committees in partnership with the Sales team.
• Be the voice of the customer internally, contributing to continuous improvement of services, processes, and communications.
• Represent customer needs in internal committees (service, security, technical evolution).
• Define and document processes; assess risks and opportunities and define action plans to achieve objectives.
• Manage communication with stakeholders involved in the process; train and inform stakeholders on applicable rules and procedures; enforce compliance with procedures and standards.
• Continuously coordinate with the Certification Manager and domain leads to ensure integration of Management System (SMI) topics during changes related to Organization, Equipment, Services, Contracts, Buildings, Stakeholders, Regulations, and Procedures.
• Stay informed of market, technical, regulatory, and standards developments; communicate changes to other process owners.
• Ensure proper documentation management (minimum one documentation review per year); conduct an annual process review; report non‑conformities and monitor process performance (KPIs and action follow‑up); participate in internal and certification audits.
• Ensure implementation of corrective actions; propose improvements to workflows, KPIs, and documentation; participate in management reviews when necessary and propose new action plans and objectives.

Requirements

• Proven experience in customer relationship management within data centers.
• Experience managing Key Accounts.
• Strong listening skills and ability to analyze customer needs.
• Ability to coordinate and manage projects and external service providers.
• Project management skills.
• Proficient with standard office productivity tools.
• Basic knowledge of data center technologies: power, cooling, physical security, and network connectivity.
• Excellent verbal and written communication skills.
• Strong customer service mindset, diplomacy, and attention to detail.
• Ability to simplify technical topics for diverse audiences.
• Experience managing a technical client portfolio.
• Proficient with ITSM and CRM tools.
• Fluent in the local language and fluent in English.

Hard Skills

• Customer Relationship Management
• Project Management
• Data Center Technologies
• KPI Management
• Documentation Management
• Technical Client Portfolio Management
• Process Improvement
• Risk Assessment
• Service Continuity
• Contract Management

Soft Skills

• Strong Listening Skills
• Analytical Skills
• Attention to Detail
• Diplomacy
• Communication Skills
• Customer Service Mindset
• Ability to Simplify Technical Topics
• Collaboration
• Problem‑Solving
• Stakeholder Management