Strategic Customer Success Manager — Post-Sales Excellence

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

Job summary

Digital Realty in the United States is seeking a Customer Success Manager to lead end-to-end delivery for strategic customers, coordinating across Operations, Implementation Services, Sales, Finance, and regional teams to protect customer health and ensure post-sales success.

You will own post-sales health, manage SLAs and renewals, support onboarding for new deployments, and drive improvements with cross-functional partners while modeling a culture of customer focus and continuous improvement.

Qualifications

• Bachelor’s degree in a related discipline or equivalent experience.
• Minimum 5 years in a customer-facing role within a service organization.
• Experience in service management; ITIL qualification preferred.

Responsibilities

• Own overall post-sales customer health across client engagement and SLA attainment.
• Lead regular customer service reviews and communicate changes.
• Track contractual SLA performance and coordinate communications during events.
• Support post-sales onboarding for new deployments with Implementation Services.
• Identify at-risk renewals and drive coordinated action.
• Manage escalations and drive service improvements with cross-functional teams.

Skills

Customer-facing experience

Analytical thinking

Cross-functional collaboration

Stakeholder management

Travel readiness

Education

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

Tools

ITIL framework

Job description

Digital Realty in the United States is seeking a Customer Success Manager to lead end-to-end delivery for strategic customers, coordinating across Operations, Implementation Services, Sales, Finance, and regional teams to protect customer health and ensure post-sales success.

You will own post-sales health, manage SLAs and renewals, support onboarding for new deployments, and drive improvements with cross-functional partners while modeling a culture of customer focus and continuous improvement.