Senior Enterprise Customer Success Lead

Digital Reality Pte Ltd; Singapore; On-site; SGD 90,000 - 140,000; Full time

Benefits offered by this job

Development opportunities

Inclusive environment

Job summary

Digital Realty in Singapore is seeking a Senior Customer Success Manager to lead the post-sales service experience for a portfolio of strategic customers, collaborating across Operations, Sales, Implementation and Finance to ensure seamless delivery and long-term retention.

You will own customer health, drive service excellence, manage escalations, coordinate audits and business reviews, and support renewal and expansion opportunities, delivering measurable value for customers and Digital Realty.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 7+ years in customer-facing, service-driven roles.
• Experience with enterprise or international customers.
• Familiarity with ITIL and service management principles.

Responsibilities

• Own the overall post-sales customer health and success of assigned strategic accounts, including engagement, service performance, financial health, and product usage.
• Lead regular customer service reviews and business updates, ensuring reporting aligns with obligations and standards.
• Monitor and track SLA performance, identify risks, and handle penalty reviews and contractual compliance.
• Coordinate with implementation teams to ensure onboarding and transition to operational support.
• Identify customer risks and coordinate mitigation plans with internal stakeholders; manage escalations to resolution.

Skills

Customer success management

Stakeholder management

Data center knowledge

Service delivery

ITIL knowledge

Education

Bachelor's degree

Job description

Digital Realty in Singapore is seeking a Senior Customer Success Manager to lead the post-sales service experience for a portfolio of strategic customers, collaborating across Operations, Sales, Implementation and Finance to ensure seamless delivery and long-term retention.

You will own customer health, drive service excellence, manage escalations, coordinate audits and business reviews, and support renewal and expansion opportunities, delivering measurable value for customers and Digital Realty.