Senior Customer Success Manager

STACK Infrastructure; Johor Bahru; On-site; MYR 180,000 - 300,000; Full time

Job summary

STACK Infrastructure in Malaysia seeks a Senior Customer Success Manager to ensure contractual compliance and drive satisfaction across the APAC region. You will champion a seamless customer experience, act as a trusted escalation point, and collaborate with internal teams to uphold SLAs.

Reporting to the VP Customer Success APAC, you will lead during construction to operations handovers, advocate customer needs, and foster long-term relationships with stakeholders at all levels.

Qualifications

• 7+ years in service delivery or customer-facing operations in data centre industry.
• Strong ability to coordinate across multiple teams.
• Proven track record delivering SLA-driven outcomes.

Responsibilities

• Administer the Customer Success framework and drive continuous improvement.
• Ensure contract compliance, timeline visibility, and accurate billing during construction.
• Coordinate the transition from construction to operations and readiness activities.
• Build relationships with key stakeholders and act as escalation point.
• Represent STACK in customer meetings and provide strategic insights.
• Monitor account performance and implement corrective actions.
• Maintain best practices for incident management and after-hours support.
• Take ownership of service delivery to meet SLAs.

Skills

Account management

Stakeholder management

Continuous improvement

Job description

Reporting to the Vice President Customer Success APAC, the Senior Customer Success Manager is responsible for ensuring customer contractual compliance, achieving service level targets, and driving overall customer satisfaction. In this role, you will act as a trusted escalation point for customers in Malaysia, delivering prompt and professional support while championing a seamless and consistent experience. You will play a critical role in fostering long-term customer relationships by ensuring operational excellence and advocating customer needs across the business.

Key responsibilities

Administer the Customer Success framework by aligning customer expectations with STACK's data centre operational model, including implementing service management processes and driving continuous improvement initiatives.

Work closely with the customer and STACK teams during the construction phase in partnership with the STACK delivery team, ensuring contract compliance, timeline visibility, variation tracking, and accurate billing.

Coordinate the customer transition from construction to operations, driving customer operational readiness activities to ensure teams, processes, systems, and service management capabilities are fully prepared for the customer prior to go-live, facilitating a smooth and successful handover to operations.

Build and maintain strong relationships with key customer stakeholders, championing a customer-centric approach across all touchpoints.

Act as a primary point of escalation for customer issues, ensuring timely resolution and clear communication throughout the process.

Represent STACK in customer meetings, providing strategic insights and ensuring alignment with customer goals and expectations.

Collaborate with cross-functional teams to identify and resolve customer pain points, ensuring the delivery of world-class services.

Monitor account performance, identify areas for improvement, and implement corrective actions to enhance customer outcomes.

Ensure best practice for incident management, problem resolution, and escalation procedures to maintain service excellence, including on-call after hours support for customer incident communication.

Take ownership of service delivery efforts, working closely with internal teams to meet customer needs and uphold service level agreements (SLAs).

About you

7+ years' experience in service delivery, programme management or a related customer-facing operational role within the data centre industry or a comparable environment.

A self-driven professional who takes personal accountability for delivering outcomes, resolving issues and following through on commitments.

Strong understanding of account management techniques and disciplines.

Proven experience developing and implementing continuous improvement initiatives.

Ability to build productive relationships with stakeholders at all levels of an organisation.

Ability to manage complex issues of diverse scope and coordinate resolution across multiple teams.