Customer Success Manager

Keel Infrastructure; New York (NY); On-site; USD 115,000 - 155,000; Full time

Job summary

Keel Infrastructure is seeking a Customer Success Manager in Program Delivery based in New York City to serve as the tenant’s day-to-day contact, ensuring intake needs are captured and delivered through design, construction, and operations handover. You will coordinate with Leasing, Engineering, Construction, and Project Controls to keep projects on track and ensure tenant satisfaction.

The role requires 8+ years in tenant-facing roles on mission-critical projects, strong communication, and a

Qualifications

• 8+ years in a tenant/client-facing role on behalf of a complex mission critical project
• Working knowledge of construction delivery, schedules, and change management
• Strong written and verbal communication; comfortable leading tenant meetings
• Bachelor’s degree in engineering, construction management, business, sales, or a related field, or equivalent experience

Responsibilities

• Intake with Leasing and prepare Tenant Deliverable Package (Basis of Design, specifications, drawings, models, OPRs, reporting standards, delivery strategy, acceptance criteria, schedule expectations, assumptions/constraints)
• Maintain the tenant’s deliverable package requirements from intake through operational handover as the source of truth for each work stream
• Own the tenant relationship day to day as single point of contact; run regular touchpoints and action items; prepare tenant-facing reports with Project Controls and the Program Coordinator covering RFIs, schedule, progress, risks, and upcoming decisions
• Manage a change control process to receive, log, and route tenant change requests and issues to closure; evaluate scope, cost, and schedule impact with Project Controls; escalated to the VP of DC Program Delivery when a decision or exception is needed
• Ensure metrics and expectation criteria are included to meet tenant milestones through design, construction, and commissioning; obtain approvals and facilitate feedback through design reviews, construction milestones, and tenant handover readiness
• Deliver a complete close out package with the Program Coordinator; work with Construction to validate punch list items; coordinate with the Director of Quality Assurance / Commissioning and VP of Operations on testing and commissioning requirements
• Deal terms belong to Leasing and Corp Dev; surface commercial questions and misalignment to them early, and address technical, cost, and schedule responses with Engineering and Project Controls
• Evaluate technical information from tenants to flag scope gaps or scope creep; understand the flow of data center design and construction phases from concept through completion

Skills

Tenant-facing experience

Construction knowledge

Strong communication

Reading technical data & schedules

Education

Bachelor’s degree in engineering or related field

Job description

Keel Infrastructure isa publicly tradedenergy anddigital infrastructure companythat develops and owns data centers and power assetsacross North America.

At Keel,you’renot just joining a company,you’rehelping build the infrastructure behind the future ofcompute.

Why Keel

We’reat the intersection of energy and technology,two industries transforming in real time.

The work is complex. The pace is fast. The impact is real.

You’llbe part of a team that values:

• Ownership — we take responsibility and follow through
• Collaboration — we work across teams, functions, and borders
• Curiosity — we ask questions and keep learning
• Endurance — we build for the long term

What It Feels Like to Work Here

• Fast-moving, high-growth, and hands-on
• Smart, driven people solving real challenges together
• Work that directly supports AI and next-generation infrastructure
• Room to grow, stretch, and take on more

What We Offer

• Competitive salary, bonus and equity opportunities
• Comprehensive health and wellness benefits
• Retirement savings with company contribution
• Employee referral program

We are currently looking for a Customer Success Manager to join our team

Role Summary

Keel Infrastructure is seeking a Customer Success Manager in Program Delivery to serve as the tenant’s day-to-day point of contact and make sure the tenant’s needs are captured at intake and delivered through design, construction, and operations handover. Reporting to the VP, Data Center Program Delivery, this role acts as the liaison between the tenant and the development team on behalf of Keel.

The role works closely with Tenants, Leasing and Corp Dev, Pre-Construction, the Program Coordinator, Engineering, Project Controls, Construction Delivery, and Operations.

Key Responsibilities

• Intake with Leasing: Support Leasing in collecting tenant project requirements and prepare a Tenant Deliverable Package (Basis of Design, specifications, drawings, models, OPRs, reporting standards, delivery strategy, acceptance criteria, schedule expectations, assumptions/constraints).
• Collaboration with Engineering, Pre-Construction, and Construction: Maintain the tenant’s deliverable package requirements from intake through operational handover as the source of truth for each work stream.
• Stakeholder Relationship & Reporting: Own the tenant relationship day to day as single point of contact; run regular touchpoints and action items; prepare tenant-facing reports with Project Controls and the Program Coordinator covering RFIs, schedule, progress, risks, and upcoming decisions.
• Change Management: Manage a change control process to receive, log, and route tenant change requests and issues to closure; evaluate scope, cost, and schedule impact with Project Controls; escalated to the VP of DC Program Delivery when a decision or exception is needed.
• Tenant Expectations: Ensure metrics and expectation criteria are included to meet tenant milestones through design, construction, and commissioning; obtain approvals and facilitate feedback through design reviews, construction milestones, and tenant handover readiness.
• Project Close Out: Deliver a complete close out package with the Program Coordinator; work with Construction to validate punch list items; coordinate with the Director of Quality Assurance / Commissioning and VP of Operations on testing and commissioning requirements.
• Commercial Awareness: Deal terms belong to Leasing and Corp Dev; surface commercial questions and misalignment to them early, and address technical, cost, and schedule responses with Engineering and Project Controls.
• Technical Acumen: Evaluate technical information from tenants to flag scope gaps or scope creep; understand the flow of data center design and construction phases from concept through completion.

Qualifications

Required

• 8+ years in a tenant/client-facing role on behalf of a complex mission critical project, providing program management or customer account roles in construction, infrastructure, data center, HPC/AI, or a comparable capital-project environment.
• Working knowledge of construction delivery, schedules, and change management; able to read technical data, drawings, and schedules.
• Strong written and verbal communication; comfortable leading tenant meetings, reporting on project challenges, and determining the correct point to
• Bachelor’s degree in engineering, construction management, business, sales, or a related field, or equivalent experience.

Preferred

• PMP, CAPM, CCM, or similar credential.

Success Measures

• Tenant requirements are captured at intake and the hand over checklist is received by Engineering and Construction teams at LOI.
• Tenant-driven changes are evaluated for scope, cost, and schedule impacts, with clear impact assessments provided to the tenant.
• Tenant change requests and issues are acknowledged and closed on a tracked timeline aligned with contract and schedule dates.
• Tenant commissioning requirements are delivered and accepted at handover.
• Tenant reports are accurate, on time, and consistent with internal reporting.
• Location: New York Office
• Schedule: On-site a minimum of three (3) days per week.
• Travel: Periodic travel to project sites, vendor facilities, and partner locations as required.

The base salary range is $115,000-$155,000. Our total compensation package combines this base salary with a bonus target and participates in our yearly equity grant. We offer a fantastic benefits package and many perks. There's a top-down emphasis on amazing work culture at our organization.

NYC

$115,000 - $155,000 USD