Senior Customer Success Manager: Post-Sales Leader

Digital Realty; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Digital Realty is seeking a Senior Customer Success Manager to own the post-sales service experience for a portfolio of strategic accounts. You will collaborate with Operations, Sales, Implementation and Finance to ensure seamless service delivery, high customer satisfaction and long-term retention.

You will monitor customer health, drive service improvements and guide cross-functional teams through onboarding, audits and incident responses to protect business outcomes.

Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or related discipline, or equivalent experience.
• Minimum 7 years in a customer-facing role within a service-driven organization, preferably data centers, telecommunications, IT, utilities, or related industries.
• Experience managing service delivery and customer relationships with complex enterprise or international customers.
• Working knowledge of service management principles, ITIL certification or experience preferred.

Responsibilities

• Own the overall post-sales customer health and success of assigned strategic customer accounts, including customer engagement, service performance, financial health, and product utilization.
• Lead regular customer service reviews and business updates, ensuring reporting aligns with contractual obligations and Digital Realty standards.
• Monitor and track SLA performance, including SLA attainment, risk identification, penalty reviews, and contractual compliance.
• Partner with implementation teams to ensure successful onboarding and transition of new customer deployments into operational support.
• Proactively identify customer risks, including potential churn, service concerns, and renewal challenges, and coordinate mitigation plans with internal stakeholders.
• Manage service-related customer escalations and complaints through to resolution, ensuring timely communication and stakeholder engagement.
• Coordinate customer audits and ensure successful completion of post-Ready-for-Service (RFS) audit requirements.
• Drive customer communication during major incidents and service-impacting events, ensuring stakeholders remain informed throughout the incident lifecycle.
• Champion continuous service improvement initiatives by working with process owners and functional teams to enhance customer experience and operational performance.
• Participate actively in the global Customer Success community and contribute to broader operational and customer success initiatives.

Skills

Stakeholder management

Communication

Analytical skills

Problem solving

Education

Bachelor's degree

Tools

ITIL

Job description

Digital Realty is seeking a Senior Customer Success Manager to own the post-sales service experience for a portfolio of strategic accounts. You will collaborate with Operations, Sales, Implementation and Finance to ensure seamless service delivery, high customer satisfaction and long-term retention.

You will monitor customer health, drive service improvements and guide cross-functional teams through onboarding, audits and incident responses to protect business outcomes.