Senior Customer Success Manager

BSO; Vineland (NJ); On-site; USD 140,000 - 210,000; Full time

Job summary

DataOne seeks a Senior Customer Success Manager to be the face of DataOne in the United States, serving as the primary strategic and technical contact for major American clients across hyperscalers, AI labs and enterprises.

You will bridge client business goals with our technical operations, driving long-term satisfaction, retention and account growth, while leading quarterly business reviews and onboarding.

Qualifications

• 7+ years in Customer Success, Technical Account Management, or Project Management within Data Center, Energy, or High Tech Industrial sectors.
• Deep understanding of mission-critical infrastructure (Power, Cooling, AI Compute stacks) and the American tech ecosystem.
• Executive presence with ability to engage C-Suite while working hands-on with technical teams on-site.
• Proven track record in managing high-stakes crises with data-driven, results-oriented approaches.
• Exceptional storytelling and communication skills; able to simplify technical complexity.
• Proactive mindset in a fast-paced, international matrix environment; fluent in English; French a plus.

Responsibilities

• Strategic Partnership: act as trusted advisor for US-based clients and align DataOne's roadmap with their needs.
• Onboarding & Delivery Oversight: supervise transition from deployment to operational phase meeting specs.
• Technical Advocacy: translate power density, cooling, latency issues into business updates for leadership.
• Operational Excellence: conduct QBRs focusing on performance KPIs, sustainability metrics, and SLAs.
• Incident Management Lead: serve as executive escalation point during critical infrastructure events.
• Voice of the Customer: funnel market requirements and feedback to Engineering and Product teams.
• Account Growth: identify opportunities for capacity expansion or additional services.

Skills

Customer Success

Technical Account Management

Project Management

Strategic Partnership

Executive Presence

C-suite Communication

Problem Solving

English Fluency

Job description

About the Role

As the Senior Customer Success Manager, you are the "face of DataOne" in the United States. You serve as the primary strategic and technical point of contact for our major American clients (Hyperscalers, AI Labs, and Enterprise). Your mission is to ensure that our industrial AI infrastructures perfectly meet our clients' operational requirements. You bridge the gap between our clients' high-level business goals and our technical operations, ensuring long-term satisfaction, retention, and account growth.

As the Senior Customer Success Manager, you are the "face of DataOne" in the United States. You serve as the primary strategic and technical point of contact for our major American clients (Hyperscalers, AI Labs, and Enterprise). Your mission is to ensure that our industrial AI infrastructures perfectly meet our clients' operational requirements. You bridge the gap between our clients' high-level business goals and our technical operations, ensuring long-term satisfaction, retention, and account growth.

Responsibilities

• Strategic Partnership: Act as the trusted advisor for US-based clients, understanding their long-term AI strategy and aligning DataOne's infrastructure roadmap with their needs
• Onboarding & Delivery Oversight: Supervise the transition from construction/deployment to operational phase, ensuring that technical specifications meet client expectations
• Technical Advocacy: Translate complex technical challenges (power density, cooling efficiency, latency) into business-oriented updates for client leadership
• Operational Excellence: Conduct Quarterly Business Reviews (QBRs) focusing on performance KPIs, sustainability metrics, and SLA adherence
• Incident Management Lead: Serve as the executive point of escalation during critical infrastructure events, coordinating communication between our technical teams and the client
• Voice of the Customer: Funnel US market requirements and client feedback back to our Engineering and Product teams to drive continuous improvement
• Account Growth: Identify opportunities for capacity expansion or additional services within existing accounts

Requirements

• Proven Experience: Minimum 7 years in Customer Success, Technical Account Management, or Project Management within the Data Center, Energy, or High Tech Industrial sectors
• Industry Acumen: Deep understanding of mission-critical infrastructure (Power, Cooling, AI Compute stacks) and the American tech ecosystem
• Executive Presence: Ability to command respect and build relationships at the C Suite level while remaining "hands-on" with technical teams on-site
• Problem Solving: A track record of managing complex, high-stakes crises with a calm, data-driven, and result-oriented approach
• Communication: Exceptional storytelling and presentation skills; ability to make technical complexity simple and compelling
• Mindset: Proactive, "force de proposition," and comfortable working in a fast paced, international matrix environment
• Languages: Full professional proficiency in English; French is a plus to facilitate coordination with Group Headquarters