Strategic Customer Success Manager - Post-Sales Lead

Digital Realty; Charlotte (NC); Sur place; USD 95 000 - 130 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision

401k match

Paid time off

Résumé du poste

Digital Realty seeks a Customer Success Manager to lead end-to-end post-sales service for strategic customers, coordinating across Operations, Implementation Services, Sales, and Finance to protect health and ensure contractual commitments. You will act as a key customer-facing representative in a non-commission role, driving satisfaction and value.

The role emphasizes collaboration, issue resolution, and continuous improvement, with a travel expectation of ~20%.

Qualifications

• 5+ years in a customer-facing role within a service organization.
• Experience in service management; ITIL preferred.
• Ability to work cross-functionally across departments.
• Willingness to travel approximately 20%.

Responsabilités

• Own post-sales customer health, manage SLA attainment, and monitor financial health.
• Lead regular customer service reviews and communicate changes.
• Track SLA performance and coordinate penalties and post-Red event communications.
• Support post-sales onboarding with Implementation Services.
• Document enhanced customer requirements in Playbooks for internal teams.
• Identify at-risk renewals and drive coordinated action across teams.
• Coordinate post-RFS audits and close feedback loops with customers.
• Manage service escalations and drive improvements with accountable teams.
• Contribute to the Operations Management Team and global CS community.
• Follow Quality, Environmental, and Health & Safety responsibilities.

Connaissances

Customer-facing experience

Cross-functional collaboration

Analytical thinking

Communication skills

Willingness to travel

Formation

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

Outils

ITIL qualification

Description du poste

Digital Realty seeks a Customer Success Manager to lead end-to-end post-sales service for strategic customers, coordinating across Operations, Implementation Services, Sales, and Finance to protect health and ensure contractual commitments. You will act as a key customer-facing representative in a non-commission role, driving satisfaction and value.

The role emphasizes collaboration, issue resolution, and continuous improvement, with a travel expectation of ~20%.