Strategic Customer Success Manager — Data Center

Digital Realty; San Francisco (CA); On-site; USD 95,000 - 130,000; Full time

Job summary

Digital Realty seeks a Customer Success Manager to lead post-sales delivery for strategic customers, coordinating across Operations, Sales, and Finance to protect customer health and ensure contract commitments are met.

You will guide service reviews, track SLA performance, and manage escalations while collaborating with Implementation Services to onboard new deployments and expand product usage.

Qualifications

• Minimum of 5 years in a customer-facing role within a service organization.
• Experience in service management; ITIL qualification and experience preferred.
• Knowledge of Digital Realty products and services is beneficial.
• Willingness to travel approximately 20% of the time.

Responsibilities

• Own overall post-sales customer health across client engagement, service management and SLA attainment.
• Lead regular customer service reviews and communicate changes to stakeholders.
• Track SLA performance and coordinate communications during and after Red events.
• Partner with Implementation Services to support post-sales onboarding for new deployments.
• Document enhanced customer requirements in Playbooks and ensure internal teams act on them.
• Identify at-risk renewals and coordinate actions to reduce churn.
• Coordinate post-RFS audits and close the loop on customer feedback.
• Manage service-related escalations from recording to resolution and confidential handling.
• Drive service improvements with accountable teams and contribute to Global Customer Success community.
• Follow Quality, Environmental, and Health & Safety responsibilities and model customer-focused culture.

Skills

Customer-facing experience

Stakeholder management

Cross-functional collaboration

Analytical thinking

Problem-solving

Communication skills

Travel readiness

Education

Bachelor’s degree in Business/IT/Engineering or related discipline

Job description

Digital Realty seeks a Customer Success Manager to lead post-sales delivery for strategic customers, coordinating across Operations, Sales, and Finance to protect customer health and ensure contract commitments are met.

You will guide service reviews, track SLA performance, and manage escalations while collaborating with Implementation Services to onboard new deployments and expand product usage.