Senior Director, Customer Success

DayOne; Singapore; On-site; SGD 300,000 - 420,000; Full time

Benefits offered by this job

Job summary

DayOne Data Centers is seeking a Senior Director, Customer Success to lead our global customer organization and own the entire lifecycle for a hyperscale customer across regions. This executive will drive onboarding, adoption, retention, renewal, and expansion, partnering with Sales, Operations, Product, and Finance.

The role demands strategic leadership and the ability to operate at C-suite levels with top cloud providers.

Qualifications

• 15+ years in customer success or related leadership roles.
• Proven track record owning retention and net revenue retention for large B2B portfolios.
• Deep experience with hyperscale, cloud, or large enterprise infrastructure customers.
• Global distributed teams experience and executive presence with C-suite stakeholders.
• Bachelor’s degree required; MBA or equivalent leadership experience preferred. Willingness to travel internationally.

Responsibilities

• Own global customer success strategy and translate into regional operating plans across Americas, EMEA, and APAC.
• Build, scale, and mentor distributed CS/TA/onboarding teams across regions/time zones.
• Partner with Sales/Operations/Product/Finance to align on customer priorities and revenue outcomes.
• Own gross and net revenue retention; drive renewals for large, long-term capacity contracts and minimize churn.
• Develop account and portfolio success plans mapping growth roadmaps to capacity.
• Define CS operating model, KPIs, and tooling; report to executive team and board.
• Voice of the customer to Product/Engineering/Operations for SLA/roadmap improvements.
• Govern SLAs, uptime commitments, and service credits in partnership with Legal/Operations.

Skills

Strategy leadership

Executive stakeholder mgmt

Revenue retention

Global team leadership

Data-driven decisions

Travel internationally

Education

Bachelor’s degree

MBA preferred

Job description

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

Strategy & Leadership

• 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.

Retention, Renewals & Growth

• 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.

Customer Lifecycle & Experience

• 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.

Operations & Voice of the Customer

• 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.