Senior Director, Global Customer Success — Hyperscale

DayOne Data Centers Singapore Pte. Ltd.; Singapore; On-site; SGD 320,000 - 480,000; Full time

Benefits offered by this job

DayOne is an equal opportunityEmployer

Job summary

DayOne Data Centers Singapore Pte. Ltd. is seeking a Senior Director, Customer Success to helm the global customer organization.

You will own the end-to-end lifecycle for a major hyperscale client, from onboarding to renewal, across regions, ensuring uptime, capacity, and a trusted partnership at scale. Reporting to the SVP, you will build and mentor a distributed team, align with Sales, Product, and Operations, and implement a data-driven health framework to minimize churn and maximize

Qualifications

• 15+ years in customer success or related leadership roles.
• 7+ years leading teams at senior/executive level.
• Proven retention and net revenue retention for large recurring revenue portfolios.
• Experience with hyperscale, cloud, or large enterprise infrastructure customers.
• Knowledge of data centers, colocation, cloud infrastructure, and uptime/SLA requirements.
• Experience leading globally distributed teams across regions.
• Executive presence with C-suite and senior stakeholders.
• Data-driven with customer success tooling, health scoring, and forecasting.
• Bachelor's degree required; MBA or equivalent leadership experience preferred.
• Willingness to travel internationally.

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.

Skills

Strategic leadership

Executive presence

Customer success

Revenue retention

Team leadership

Cross-functional leadership

Data-driven

Education

Bachelor's degree

MBA or equivalent

Job description

DayOne Data Centers Singapore Pte. Ltd. is seeking a Senior Director, Customer Success to helm the global customer organization.

You will own the end-to-end lifecycle for a major hyperscale client, from onboarding to renewal, across regions, ensuring uptime, capacity, and a trusted partnership at scale. Reporting to the SVP, you will build and mentor a distributed team, align with Sales, Product, and Operations, and implement a data-driven health framework to minimize churn and maximize