Customer Success Manager

DayOne; Johor Bahru; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in high-performance data centers is seeking a dedicated Customer Success Manager. This role involves overseeing project delivery and daily service operations, ensuring efficient service aligned with SLAs. The ideal candidate will have strong communication skills and a background in the DC industry.

Qualifications

• More than 5 years’ experience in DC industry/MEP Consultancy/Construction industry.
• Excellent customer interface experience.

Responsibilities

• Act as the main point of contact for customers regarding project delivery.
• Oversee project management, quality assurance, and customer satisfaction.
• Lead data center construction and customization projects from end to end.

Skills

Communication

Coordination

Client Servicing

Conflict Mediation

Education

Bachelor's Degree in Mechanical, Electrical or related discipline

Job description

About DayOne

DayOne is a global leader in the development and operation of high-performance data centers, and one of the fastest-growing companies in the industry, with a strong presence across Asia and Europe. As we continue our exciting expansion into new international markets, we are seeking talented individuals who are passionate about joining us on this growth journey. This is an excellent opportunity to become a key member of our dynamic team and play an integral role in our rapid expansion!

Job Summary

We are looking for a dedicated and experienced Customer Success Manager to join our team. This role serves as the primary point of contact for customers, overseeing both project delivery and daily service operations. You will be responsible for ensuring that all contracted services are delivered efficiently, cost-effectively, and in alignment with Service Level Agreements (SLAs).

Responsibilities

• Act as the main point of contact for customers regarding all aspects of project delivery and ongoing service operations.
• Ensure timely and efficient service delivery in line with SLAs, managing delivery costs as agreed and leading a virtual delivery team to drive customer satisfaction.
• Build and maintain strong, trust-based relationships with customers, acting as a strategic advisor with professionalism and integrity.
• Oversee key delivery areas including project management, quality assurance, cost control, SLA compliance, and customer satisfaction.
• Coordinate internal resources for both project implementation and service operations in accordance with company standards and customer requirements.
• Lead data center construction and customization projects from end to end—working closely with sales, presales, design, construction, and T&C teams. Responsibilities include managing project schedules, quality, costs, risks, escalations, and ensuring timely project closure and customer acceptance.
• Manage SLA performance and customer satisfaction during the ongoing operation phase by working closely with the data center operations, network, and IT service teams to drive continuous improvement and risk mitigation.
• Ensure compliance with internal processes including procurement, audits, ITIL standards, and project-related procedures.
• Collaborate effectively with internal teams to ensure successful contract execution and high levels of customer satisfaction.

Requirements

• Possess bachelor’s degree; Major in Mechanical, Electrical or related discipline.
• More than 5 years’ work experience in DC industry/MEP Consultancy/Construction industry.
• Has excellent customer interface experience, good communication and coordination skill, good written skill to draft report.
• Good learning skill and self-driven character, willing to take challenge and changes.
• Strong client-servicing willingness and ability. Capability towards emergent public relationship issues.
• An adept conflict mediator and a trustworthy client.