Global Head of Customer Success – Hyperscale Cloud

DayOne; Singapore; On-site; SGD 250,000 - 350,000; Full time

Job summary

DayOne Data Centers in Singapore seeks a Senior Director, Customer Success to lead global customer operations across Americas, EMEA and APAC. You will own the entire lifecycle from onboarding to renewal for a hyperscale customer, driving retention, expansion and executive-level partnerships.

In this role you will build a distributed, high-performing team, define operating model and KPIs, collaborate with Sales, Product and Operations, and manage risk with a data-driven, customer-first approach

Qualifications

• 15+ years in customer success, account management, or commercial leadership.
• 7+ years in senior/executive leadership roles.
• Proven retention and net revenue retention for large recurring-revenue portfolios.
• Experience serving hyperscale, cloud, or large enterprise infrastructure customers.
• Executive presence with C-suite stakeholders; data-driven decision making.

Responsibilities

• Own the global customer success strategy and translate to regional operating plans.
• Scale and mentor a distributed team across regions.
• Partner with Sales, Operations, Product, and Finance to align on priorities and revenue outcomes.
• Own gross and net revenue retention for the global customer base; drive renewals for large capacity contracts.
• Develop account plans mapping customer growth to capacity availability.
• Lead executive business reviews with C‑level and infrastructure leaders at cloud providers.
• Define the CS operating model, KPIs, and tooling; establish clear metrics for the executive team.
• Voice of the customer to Product, Engineering, and Operations to drive improvements.
• Own governance of SLAs, uptime commitments, and service credits with Legal and Operations.

Skills

Customer Success

Leadership

B2B SaaS

Cloud infrastructure

Data centers

Education

Bachelor's degree

MBA (preferred)

Job description

DayOne Data Centers in Singapore seeks a Senior Director, Customer Success to lead global customer operations across Americas, EMEA and APAC. You will own the entire lifecycle from onboarding to renewal for a hyperscale customer, driving retention, expansion and executive-level partnerships.

In this role you will build a distributed, high-performing team, define operating model and KPIs, collaborate with Sales, Product and Operations, and manage risk with a data-driven, customer-first approach