Strategic Customer Success Manager — Post-Sales & SLA Delivery

Digital Realty; Ashburn (VA); On-site; USD 95,000 - 130,000; Full time

Job summary

Digital Realty seeks a Customer Success Manager to lead end-to-end delivery for strategic customers across multiple locations in the U.S. You will coordinate across Operations, Implementation Services, Sales, Finance and teams to protect customer health and ensure contract commitments are met post-sales.

You will drive reviews, monitor SLAs, onboard new deployments, manage renewals risk, and push for improvements via internal owners while traveling ~20% as needed.

Qualifications

• Minimum 5 years in a customer-facing role within a service organization.
• Experience in service management; ITIL qualification preferred.
• Strong product and technical knowledge with problem-solving skills.
• Ability to collaborate across Operations, Sales, Finance and segments.
• Availability to travel ~20% of the time.

Responsibilities

• Own post-sales customer health across engagement, SLA attainment, and churn risk.
• Lead customer service reviews and communicate changes.
• Track SLA performance and coordinate communications during Red events.
• Support post-sales onboarding with Implementation Services.
• Document customer requirements in Playbooks for internal teams.
• Identify at-risk renewals and drive coordinated action.
• Coordinate post-RFS customer audits and follow-up.
• Manage service-related escalations from recording to resolution.
• Drive service improvements with accountable teams and Operations.
• Support Health and Safety responsibilities and promote customer focus.

Skills

Customer-facing experience

Service management

Stakeholder management

Cross-functional collaboration

Analytical problem-solving

Travel readiness

Education

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

ITIL certification

Job description

Digital Realty seeks a Customer Success Manager to lead end-to-end delivery for strategic customers across multiple locations in the U.S. You will coordinate across Operations, Implementation Services, Sales, Finance and teams to protect customer health and ensure contract commitments are met post-sales.

You will drive reviews, monitor SLAs, onboard new deployments, manage renewals risk, and push for improvements via internal owners while traveling ~20% as needed.