Senior Manager, Customer Success

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

Job summary

AirTrunk in Singapore is seeking a senior Customer Success professional to lead front-end engagement with key cloud service customers, translating their needs into scalable data centre solutions across APAC. You will own high-impact proposals, manage cross-functional teams, and drive growth in AirTrunk's regional footprint.

The role requires 7+ years in customer success or account management with strong commercial sense, excellent communication, and experience in cloud infrastructure deals.

Qualifications

• 7+ years of experience in customer success, account management, or related roles, with at least 3 years in mid-seniority.
• Strong commercial acumen and ability to grasp technical concepts in data centre/cloud infrastructure.
• Excellent communication and interpersonal skills across diverse stakeholders.
• Experience leading complex, multi-stakeholder deals in a B2B context is preferred.

Responsibilities

• Develop and implement customer success strategies aligned with company objectives.
• Own complex proposals with tight timelines and limited guidance.
• Build relationships with key customers to expand AirTrunk market share across APAC.
• Understand commercial constructs, project costs, and funding for customer deals.
• Coordinate with internal teams to ensure seamless front-end engagement through to contract execution.
• Lead customer governance updates and business reviews.
• Act as primary contact for customer escalations and resolution coordination.
• Collaborate cross-functionally to deliver a gold-standard customer journey.

Skills

Customer success

Account management

Proposal development

Stakeholder management

Communication

Conflict resolution

Tools

Salesforce

PowerPoint

Excel

Job description

Want to be a part of Asia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company?

AirTrunk is a hyperscale data centre company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We do this by continuously redefining and delivering the digital infrastructure that meet the needs of our customers - the world’s most transformational companies. And we’re doing so sustainably, for today and tomorrow.

Having opened Australia’s first and largest hyperscale data centres in 2017, we set our eyes on rapid expansion and now operate a platform of hyperscale data centres across the APME region. With backing from our investors, including Blackstone, this is just the beginning…

Come join the A-Team at AirTrunk, where the cloud meets the ground.

A Snapshot

• Supp ort front end customers engagement with key global cloud service provider s , providing dedicated leadership covering broad areas such as commercial, legal, and technical aspects of our infrastructure solutions to support our customers rapid growth .
• Lead multi- billion dollar complex deals from proposal development to contract execution, including managing strategic escalations post-execution, across various APAC markets in alignment with the strategy set by the Director of Customer Success .
• Take ownership of internal collaboration across all functions in the company to deliver gold standard experience for our customers across the front-end engagement through to contract execution .

Your Day to Day

• Working with the Director, develop and implement customer success strategies that align with company objectives and enhance the overall customer experience.
• Develop and own high quality complex proposals with very fast due date and minimum guidance.
• Build solid relationships with key customers to gain understanding of their demand and lead the development of infrastructure solutions to expand AirTrunk market share across various APAC regions in partnership with cross-functional internal teams.
• Develop and utilise a deep understanding of commercial constructs & funding requirements for customer deals (e.g. be able to suggest appropriate commercial construct for solutions, project cost and funding tailored to specific customers and sites).
• Converse with both customers and internal cross-functions on key technical items affecting the final solutions (e.g. temperature, power, MW capacity, connectivity, renewable, etc.).
• Communicate outcome of meetings clearly and draft concise emails to senior customers with clear articulations of issues/topic summaries from calls or contract discussions, with resolution options, next steps and so forth.
• Complete regular customer governance updates
• Ability to manage customer business reviews and proactively drive improvement actions
• Act as first contact for customer escalation and coordinate the resolution with the internal teams to safeguard trust and long-term relationships.
• Cross-Functional Collaboration:
• Collaborate with various internal teams to ensure a seamless customer journey during front-end engagement and address customer needs proactively.

Requirements

• More than 7 years of working experience across customer success, account management, or related roles, with a minimum of 3 years in a position of mid-seniority.
• Comfortable working in a fast-paced, dynamic and flexible environment.
• Excel at complex proposal development for cloud infrastructure solutions (through proficiency in Microsoft PowerPoint and Excel).
• Excellent commercial acumen, good ability to grasp technical concepts and data center knowledge preferrable across site development and construction.
• Exceptional communication and interpersonal skills, with the ability to build rapport with diverse stakeholders, i ncluding conflict resolution across various functions across the organisation.
• Able to lead complex customers engagement and work within high performing teams in the cloud computing or infrastructure industry.
• Proven track record of driving customer satisfaction, retention, and growth in a B2B environment.
• Excel at distilling complex customer information into clear, concise, and easy to understand messaging and action plans for various internal teams as well as executive leadership.
• Familiarity with CRM software (e.g. Salesforce) and customer success tools a bonus.

The AirTrunk Culture

Working at AirTrunk is a once in a lifetime opportunity to fast-track your career and amplify your impact. Whilst you’re helping scale our region’s digital future, we’ll help you Grow@Hyperscale and unleash your full potential.

The pace in which we operate means you’ll feel an electric atmosphere at AirTrunk. We are a team of challengers and collaborative problem solvers who break new ground every day. We do this by living our values, going above and beyond, and being dynamic, transparent, and responsive.

Every AirTrunker brings their own unique background and diverse perspective to find solutions to problems that matter. We make sure you have everything you need to make your mark and thrive in a flexible and safe working environment, where everyone feels welcome. Our benefits empower AirTrunkers to stay positively charged.

Demographic Questions

The electrifying buzz at AirTrunk wouldn’t be possible without a diverse team bringing different perspectives, experience and skills together.

As part of our commitment to diversity, inclusiveness, and continuous improvement, we invite you to answer the following questions. Your responses will be used (in aggregate only) to help us identify areas of improvement in our process. Your responses are anonymous, will not be associated with your details or your specific application and will not in any way be used in the hiring decision.