Strategic Post-Sales Customer Success Lead

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

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.