Strategic Customer Success Lead (Post-Sales)

Digital Realty; Atlanta (GA); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401k match

Paid time off

Job summary

Digital Realty is seeking a Customer Success Manager to lead end-to-end delivery of operational service for assigned strategic customers, coordinating with Operations, Implementation Services, Sales, Finance, subregional teams and cross-functional groups to protect customer health and ensure post-sales success in this non-commission role.

You will drive post-sales health, conduct regular service reviews, monitor SLAs, support onboarding for new deployments, capture requirements in Playbooks,

Qualifications

• Bachelor’s degree in Business, IT, Engineering, or related discipline or equivalent relevant customer relationship experience.
• Minimum of 5 years in a customer-facing role within a service organization, preferably in utilities, data centers, IT, or telecommunications.
• ITIL qualification and experience preferred.
• Experienced-level product and technical knowledge, problem-solving capability, cross-functional collaboration, and stakeholder management for strategic accounts.
• Ability to travel approximately 20% of the time.

Responsibilities

• Own overall post-sales customer health across client engagement, service management and SLA attainment, financial health including aged debt and churn risk, and product utilization and awareness.
• Lead regular customer service reviews, using reporting aligned with contractual requirements and Digital Realty standards, and communicate organizational changes.
• Track contractual SLA performance, review and validate potential service penalties, and coordinate customer communication during and after Red events so stakeholders remain informed.
• Partner with Implementation Services to support post-sales onboarding for new deployments and introduce customers to Digital Realty products and services.
• Document enhanced customer operational requirements in Customer Playbooks and ensure internal teams understand and act on those requirements.
• Identify at-risk renewals and potential churn, and drive awareness and coordinated action across accountable internal teams.
• Coordinate post-RFS customer audits through successful completion and close the loop on customer listening posts and survey detractors with timely follow-up.
• Manage service-related escalations and complaints from recording through escalation, resolution, and confidential handling.
• Identify and drive service improvements through accountable teams and process owners while contributing to the Operations Management Team and Global Customer Success community.
• Follow Quality Management, Environmental, and Health and Safety responsibilities while modeling customer focus and collaboration.

Skills

Customer relationship management

Stakeholder management

Cross-functional collaboration

Analytical thinking

Travel readiness

Education

Bachelor’s degree or equivalent

Tools

ITIL knowledge

Job description

Digital Realty is seeking a Customer Success Manager to lead end-to-end delivery of operational service for assigned strategic customers, coordinating with Operations, Implementation Services, Sales, Finance, subregional teams and cross-functional groups to protect customer health and ensure post-sales success in this non-commission role.

You will drive post-sales health, conduct regular service reviews, monitor SLAs, support onboarding for new deployments, capture requirements in Playbooks,