Strategic Customer Success Manager - Post-Sales Lead

Digital Realty Trust, L.P.; Dallas (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

Digital Realty Trust, L.P. is seeking a Customer Success Manager to lead end-to-end delivery for strategic customers, ensuring post-sales success and adherence to contractual commitments. You will coordinate across Operations, Implementation Services, Sales, Finance, and global teams in a non-commission role.

You will own customer health, manage SLAs, and identify at-risk renewals while guiding post-sales onboarding and customer playbooks. Travel up to ~20% is expected.

Qualifications

• Minimum of 5 years of experience in a customer-facing role within a service organization.
• Experience in service management, ideally supporting complex or international customers; ITIL qualification and experience.
• Working knowledge of Digital Realty products, services, and mission-critical infrastructure components.
• Ability 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, using reporting aligned with contractual requirements and Digital Realty standards.
• Track contractual SLA performance and coordinate customer communication during Red events.
• Partner with Implementation Services to support post-sales onboarding for new deployments.
• Document enhanced customer operational requirements in Customer Playbooks.
• Identify at-risk renewals and drive coordinated action across internal teams.
• Coordinate post-RFS customer audits and close the loop on customer listening posts.
• Manage service-related escalations and confidential handling.
• Identify and drive service improvements with accountable teams.
• Follow Quality Management, Environmental, and Health and Safety responsibilities.

Skills

Customer-facing roles

Stakeholder management

Cross-functional collaboration

Analytical thinking

Problem solving

Education

Bachelor’s degree in Business, IT, Engineering

Tools

ITIL qualification

Job description

Digital Realty Trust, L.P. is seeking a Customer Success Manager to lead end-to-end delivery for strategic customers, ensuring post-sales success and adherence to contractual commitments. You will coordinate across Operations, Implementation Services, Sales, Finance, and global teams in a non-commission role.

You will own customer health, manage SLAs, and identify at-risk renewals while guiding post-sales onboarding and customer playbooks. Travel up to ~20% is expected.