Senior Director, Customer Success

DayOne; Singapore; Presencial; SGD 250.000 - 350.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer Success

Leadership

B2B SaaS

Cloud infrastructure

Data centers

Educación

Bachelor's degree

MBA (preferred)

Descripción del empleo

About DayOne Data Centers

DayOne Data Centers is a Singapore-headquartered global digital infrastructure platform that develops and operates next-generation data centers across Asia Pacific and Europe. Trusted by leading hyperscalers and businesses, the company engineers, builds, and operates high-capacity, AI-ready campuses with speed, scale, and reliability.

About the Role

We are seeking a strategic and operationally excellent Senior Director, Customer Success to lead our global customer organization. Reporting to the SVP, Customer Success, this executive will own the entire customer lifecycle for one of our hyperscale customers — from onboarding and service activation through adoption, retention, renewal, and expansion — across every region in which we operate. As a global provider of mission-critical data center capacity, our customers depend on us for uptime, capacity, and the operational partnership that keeps their infrastructure running at scale. The VP of Customer Success will be the executive owner of that relationship: the leader accountable for customer health, retention of recurring revenue, and the trusted-advisor relationships that turn large deployments into multi-year, multi-region partnerships. This is a builder's role for a leader who can operate at the C-suite of the world's largest cloud companies while scaling the team, playbooks, and systems that deliver a consistent experience worldwide.

Key Responsibilities

• Own the global customer success strategy and translate it into regional operating plans, ensuring a consistent, high-touch experience across the Americas, EMEA, and APAC.
• Build, scale, and mentor a distributed team of customer success managers, technical account managers, and onboarding specialists across multiple regions and time zones.
• Serve as a member of the commercial leadership team, partnering with Sales, Operations, Product, and Finance to align on customer priorities and revenue outcomes.
• Own gross and net revenue retention for the global customer base; drive renewals of large, long-term capacity contracts and minimize churn and non-renewal risk.
• Partner with Sales to identify and drive expansion — additional capacity, new markets, interconnection, and value-added services — within strategic hyperscale and cloud accounts.
• Develop account and portfolio-level success plans that map customer growth roadmaps to available and future capacity.
• Own onboarding and service activation, ensuring smooth, on-time delivery from contract execution through power‑on and go‑live.
• Establish a customer health framework and early‑warning system using adoption, operational, and sentiment signals to proactively manage risk.
• Act as the senior executive escalation point for critical customer issues, coordinating closely with Data Center Operations during incidents and service events.
• Lead executive business reviews (EBRs / QBRs) with C‑level and infrastructure leaders at the world's largest cloud providers.
• Define the customer success operating model, KPIs, and tooling; instrument the function with clear metrics and reporting for the executive team and board.
• Serve as the voice of the customer to Product, Engineering, and Operations, channeling feedback into service, SLA, and roadmap improvements.
• Own commercial and operational governance of SLAs, uptime commitments, and service credits in partnership with Legal and Operations.

Qualifications & Experience

15+ years of experience in customer success, account management, service delivery, or commercial leadership, including 7+ years leading teams at a senior/executive level. Proven track record owning retention and net revenue retention for a large, recurring‑revenue B2B portfolio, ideally with enterprise contract values in the millions. Deep experience serving hyperscale, cloud, or large enterprise infrastructure customers — you understand how these organizations buy, operate, and scale. Strong domain knowledge of data centers, colocation, cloud infrastructure, or mission‑critical facilities (power, cooling, capacity, interconnection, uptime/SLAs). Experience building and leading globally distributed teams across multiple regions and time zones. Executive presence and credibility with C‑suite and senior infrastructure stakeholders; able to lead high‑stakes commercial conversations and escalations. Data‑driven operator comfortable with customer success tooling, health scoring, and forecasting; balances high‑touch relationships with scalable process. Bachelor's degree required; MBA or equivalent leadership experience preferred. Willingness to travel internationally.

DayOne is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

DayOne is a data center pioneer that develops and operates next‑gen digital infrastructure for industry leaders who demand reliable, cost‑effective and quickly scalable solutions. Our cutting‑edge facilities empower hyperscalers and large enterprises to achieve rapid deployment and enhance connectivity, driving transformative engagement and innovation as we shape the future of industries. DayOne's data centers are located across key markets, including Singapore, Johor (Malaysia), Batam (Indonesia), Greater Bangkok, Hong Kong SAR, Tokyo, and beyond. Headquartered in Singapore, DayOne’s leadership team draws on over two decades of industry experience and a track record of building Asia's largest data center business. With DayOne, they have created the SIJORI (Singapore, Johor, and Riau Islands) market as a global data center hub. As demand for strategically located and customized data centers rises, DayOne's entrepreneurial spirit, customer‑first strategy, deep local partnerships, and agile executional capabilities uniquely position us to power the growth ambitions of leading hyperscalers and large enterprises around the world.