Senior Customer Success Manager

TERA Data Centers; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TERA Data Centers is seeking a Customer Success Manager in Singapore to serve as the post-sales point of contact for assigned customers, ensuring service delivery, satisfaction, contract compliance, and account growth.

You will partner with Operations, Engineering, Project Management, Commercial, and Finance to deliver exceptional experiences across the customer lifecycle and drive renewals and expansions.

Qualifications

• Bachelor's Degree in Business, Engineering, Information Technology, or related field.
• 5–10 years of experience in customer success, account management, service delivery, or data center operations.
• Experience supporting hyperscale, cloud, AI, telecom, or enterprise customers preferred.
• Strong understanding of data center services, colocation, critical infrastructure, or digital infrastructure markets.
• Experience managing executive-level customer relationships.

Responsibilities

• Act as the primary interface for assigned customer accounts and manage executive and operational stakeholder relationships.
• Develop and maintain executive relationships and conduct regular service reviews and governance meetings.
• Coordinate onboarding, activation, and service delivery with Data Center Operations.
• Monitor service performance against SLAs and manage incident communications and escalations.
• Support renewals, amendments, and service expansions; identify upsell and cross-sell opportunities.
• Assist with budgeting, forecasting, and revenue tracking for assigned accounts.

Skills

Customer relationships

Stakeholder management

SLA monitoring

Governance & reviews

Budgeting & forecasting

Upsell opportunities

Education

Bachelor's degree

Job description

The Customer Success Manager (CSM) serves as the primary post-sales point of contact for assigned customers and is responsible for ensuring successful service delivery, customer satisfaction, contract compliance, and long-term account growth. The CSM partners closely with Operations, Engineering, Project Management, Commercial, and Finance teams to provide an exceptional customer experience throughout the customer lifecycle.

Key Responsibilities

• Customer Relationship Management
• Act as the primary interface for assigned customer accounts.
• Develop and maintain executive and operational stakeholder relationships.
• Conduct regular service reviews and governance meetings.
• Understand customer business objectives and infrastructure requirements.
• Drive customer satisfaction and retention.
• Service Delivery & Operations Coordination
• Coordinate customer onboarding and service activation.
• Work closely with Data Center Operations teams to address customer requests.
• Monitor service performance against agreed Service Level Agreements (SLAs).
• Manage incident communications and escalations.
• Ensure timely resolution of operational and commercial issues.
• Commercial & Contract Management
• Maintain awareness of contractual obligations and commitments.
• Support contract renewals, amendments, and service expansions.
• Identify upsell and cross-sell opportunities.
• Assist with budgeting, forecasting, and revenue tracking for assigned accounts.
• Coordinate customer billing inquiries and dispute resolution.
• Project & Change Management
• Support customer expansion projects, migrations, and infrastructure deployments.
• Coordinate customer change requests with internal stakeholders.
• Customer Advocacy
• Represent customer needs internally.
• Gather and communicate customer feedback.
• Promote a customer-centric culture across the organization.

Qualifications

• Bachelor's Degree in Business, Engineering, Information Technology, or related field.
• 5-10 years of experience in customer success, account management, service delivery, or data center operations.
• Experience supporting hyperscale, cloud, AI, telecom, or enterprise customers preferred.
• Strong understanding of data center services, colocation, critical infrastructure, or digital infrastructure markets.
• Experience managing executive-level customer relationships.