Customer Success Leader – EU Central

Digital Realty Trust, L.P.; Germany (OH); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible working hours

Pension plan

Education programs

Social benefits

Job summary

Digital Realty Trust, L.P. seeks a Customer Success Leader for Europe Central to drive end-to-end service delivery for hyperscale customers.

You will implement the Global Operating Model, manage customer health, escalation handling, and lead a regional CS team across multiple functions. The role requires leadership experience, a strong service-management background in data centers, and fluency in English, with German at B1+ as a plus.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years of experience in customer-facing roles within Data Center, Telecommunications, Cloud, Managed Services, IT Infrastructure or other critical service environments.
• Previous leadership experience with responsibility for people management and team development.
• Strong Service Management background within Data Center environments is highly desirable, ideally supporting hyperscale or other mission-critical customers.
• Proven experience leading dispersed teams and managing demanding stakeholder environments.
• Advanced MS Office skills (Excel, Visio, Project).
• Outstanding communication and escalation management skills.
• Fluent English is required.
• German language skills at B1 level or above are highly desirable.

Responsibilities

• Lead, coach, and support the Customer Success team.
• Execute Customer Health, Lifecycle, and Onboarding processes.
• Oversee customer engagement, SLA performance, operational service delivery, and customer satisfaction.
• Lead customer escalations, incident communications, service reviews, and executive stakeholder engagement.
• Act as a trusted escalation point for strategic Hyperscale customers and drive timely resolution of complex operational issues.
• Drive KPI performance and continuous service improvements.
• Partner closely with Operations, Engineering, Security, Finance, HR, Sales, and Customer Operations.
• Manage budgets, resource allocation, and workforce planning.
• Represent the subregion in global Customer Success forums.
• Foster a customer-centric culture focused on service excellence, accountability, and operational transparency.

Skills

Customer success leadership

Stakeholder management

Problem solving

Communication skills

Fluent English

German language (B1+) desirable

Education

Bachelor’s degree or equivalent experience

Tools

MS Office (Excel, Visio, Project)

Job description

Digital Realty Trust, L.P. seeks a Customer Success Leader for Europe Central to drive end-to-end service delivery for hyperscale customers.

You will implement the Global Operating Model, manage customer health, escalation handling, and lead a regional CS team across multiple functions. The role requires leadership experience, a strong service-management background in data centers, and fluency in English, with German at B1+ as a plus.