Sr. Manager, Global Customer Success - Hyperscale - EMEA

Digital Realty; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading data center solutions firm in Greater London is seeking a Senior Customer Success Manager to lead the delivery of operational service excellence for high-value global customers. The role involves vigorous customer engagement and advocacy, overseeing service delivery, and managing risks and renewals. Ideal candidates have over 7 years of experience in customer-facing roles and a strong familiarity with service management frameworks. The position offers development opportunities and a supportive work environment.

Benefits

Development opportunities

Supportive work environment

Qualifications

• Minimum 7+ years in customer-facing roles within service-focused industries.
• Proven expertise supporting complex, multi-regional, or global enterprise customers.
• Demonstrated ability to influence without authority across diverse stakeholder groups.

Responsibilities

• Lead the strategic, end-to-end delivery of operational service excellence.
• Own customer health and engagement for strategic accounts.
• Drive coordinated management of customer escalations.

Skills

Customer engagement

Risk management

Cross-functional leadership

Customer advocacy

Education

Bachelor's degree in Business, IT, Engineering or related discipline

Tools

Service management frameworks

ITIL certification

Job description

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Job Description

As a senior member of the Global Customer Success organization, this role leads the strategic, end-to-end delivery of operational service excellence for some of Digital Realty's most complex and high-value global customers. The Senior Customer Success Manager serves as a trusted advisor and advocate, ensuring seamless execution across internal functions while driving customer health, retention, and long-term partnership. The role champions customer success as a central value within the business.

What you'll do

Customer Health & Strategic Engagement

• Owns the overarching post-sales health of assigned global strategic accounts, ensuring strong engagement, satisfaction, stability, and retention.
• Leads the customer engagement rhythm, including executive business reviews, operational service reviews, and strategic planning dialogues.
• Evaluates and manages risk across operational, financial, and product adoption indicators, escalating and aligning teams as needed.

Service Excellence & Operational Governance

• Oversees end-to-end service delivery including SLA compliance, implementation coordination, and ongoing operational performance.
• Validates contractual SLA performance and associated service credits, ensuring accuracy and alignment with customer expectations.
• Provides guidance to global teams on customer-specific operational requirements and success criteria, supported by detailed Customer Playbooks.

Cross-Functional Leadership

• Acts as a liaison and advocate between customer stakeholders and internal teams, ensuring unified execution across Operations, Implementation, Sales, and Finance.
• Partners with Implementation teams to ensure seamless onboarding and successful introduction of Digital Realty products and services post-sales.
• Drives coordinated management of customer escalations, ensuring transparent communication, root‑cause clarity, and timely resolution.

Proactive Risk, Renewal & Churn Management

• Identifies early indicators of risk, including renewal concerns, operational instability, or financial issues (e.g., aged debt).
• Engages internal leaders to develop mitigation strategies that preserve and strengthen long‑term relationships.
• Ensures consistent follow‑up on all customer feedback mechanisms, including surveys and listening posts.

Service Improvement & Continuous Enhancement

• Leads the identification and delivery of service improvement initiatives across accountable teams.
• Coordinates customer audits from initiation through closure, ensuring thorough preparation, response, and validation.
• Supports awareness and adoption of new products, organizational changes, systems, processes, and policies across global accounts.

Community Engagement

• Actively contributes to the Global Customer Success community, sharing expertise, leading initiatives, and mentoring peers.
• Partners with Operations leadership to strengthen cross‑functional collaboration and elevate standards of service across regions.

What you'll need

• Bachelor's degree in Business, IT, Engineering, or a related discipline; equivalent experience considered.
• Minimum 7+ years in customer-facing roles within service-focused industries such as data centers, utilities, IT, or telecommunications.
• Proven expertise supporting complex, multi-regional, or global enterprise customers.
• Strong familiarity with service management frameworks; ITIL certification preferred.
• Demonstrated ability to influence without authority across diverse stakeholder groups

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.

Apply today, take charge of your career and grow your talents with us.

A bit about us

Digital Realty brings companies and data together 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 in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.