Senior Customer Success Manager

Digital Realty; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

Digital Realty in Amsterdam seeks a seasoned Customer Success Manager to own the end-to-end post-sales service delivery for strategic customers. You will coordinate client engagement, SLA attainment, and risk management across multiple internal teams, ensuring seamless service excellence and churn reduction.

You will lead customer reviews, communicate policy and product changes, and drive service improvements.

Qualifications

• Bachelor’s degree in Business, IT, Engineering or related discipline or equivalent work experience in customer relationship.
• Minimum 8+ years of experience in a customer facing role in a service company (utility/data center/IT/telecom).
• Experience with Service Management, preferably for complex international customers.
• ITIL qualifications and experience preferred.
• CSM roles and certifications may vary by customer type and expertise.

Responsibilities

• Owns end-to-end post-sales customer health for in-scope customers across engagement, meetings, service management and financial health.
• Leads regular customer-facing service reviews and aligns reporting with contractual standards.
• Manages communications on product changes, system updates and policy changes to customers.
• Tracks SLA attainment, penalties, and onboarding coordination with Implementation Services for new deployments.
• Identifies at-risk renewals and potential churn, coordinating with internal teams to mitigate risks.
• Manages post-RFS customer audits and closes feedback loops from surveys and listening posts.
• Handles service-related escalations and drives improvements through accountable teams.

Skills

Customer relationship

Service Management

ITIL

CSM

Education

Bachelor’s degree or equivalent

Tools

ITSM tools

Job description

Job Description

Leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.

Responsibilities

• Accountable for overall post sales customer health for in scope customers across
  • Client Engagement
  • Meeting cadence, attendance, frequency
  • Service Management – SLA attainment including implementation and support risk.
  • Financial Health – Aged debt and churn risk
  • Product utilization – Customer consumption and awareness gap
• Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards
• Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes
• Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations
• Interlock with Implementation Services teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services
• Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.
• Enhanced Red event customer communication during & post incident to ensure key internal and customer stakeholders are appropriately informed.
• Identify ‘at risk’ renewals and potential churn ensuring awareness across accountable internal functional teams.
• Coordination of post RFS customer audits through to successful conclusion
• Closing the loop on all customer listening posts and surveys detractors to ensure follow up completed.
• Managing service-related customer escalations and complaints including their recording, management, escalation, and resolution
• Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners Adhere to the Quality Management, Environment and Health & Safety Responsibility Matrix

Qualifications

• Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship
• Minimum 8+ years of experience in a customer facing roles in a service company, preferably a utility, data center, IT, or telecommunications company.
• Experience with Service Management, preferably of more complex international customers.
• ITIL qualifications and experience are preferred
• Levels of CSM will vary based on the customer type and expertise.