Senior Customer Success Manager – Strategic Accounts

Data4

Customer Success Manager ensuring customer satisfaction and service continuity in data center operations. Leading onboarding, relationship management, and account development within the Sales Division in France.

Posted 6/27/2026full-timeMarcoussis • 🇫🇷 FranceSeniorWebsite

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

Ensure customer satisfaction, retention, and growth by delivering proactive, high-value, and personalized support throughout the customer lifecycle within our data centers.
Serve as the primary point of contact for the client for all types of requests.
Represent DATA4 during the Operations/Run phase, which begins after contract signature and delivery of the agreed customer scope.
As a member of the Sales Division, be accountable for the overall quality of service, with a particular focus on service continuity.
Lead client onboarding: run kickoff meetings, grant portal access, and provide training on key procedures.
Ensure execution of DATA4’s contractual commitments.
Share deliverables such as KPIs, reports, and documentation.
Prepare and lead customer meetings: steering committees, follow-ups, and audits.
Draft and distribute meeting minutes (internal and external).
Manage customer communications (maintenance, events, incident management, improvement areas, technical works).
Support clients during audits.
Handle all customer requests, informing management and affected teams.
Participate in internal meetings related to managed accounts.
Act as part of the customer-defined escalation chain.
Monitor and improve customer satisfaction.
Provide on-call support as Head of Customer Success when required.
Act as an interface between customer requests and internal departments.
Maintain up-to-date documentation.
Manage client tickets using DATA4’s tools related to CSM activities.
Manage customer satisfaction processes (surveys, churn analysis, recommendations, DATA4 events).
Identify pain points or areas for improvement and coordinate internal corrective actions with support, technical, and network teams.
Identify cross-sell and up-sell opportunities (e.g., hands & eyes, contract upgrades, disaster recovery services, cloud services).
Collaborate with Sales and Pre-Sales to design customer-focused solutions.
Ensure strategic alignment and understanding of client needs via steering committees in partnership with the Sales team.
Be the voice of the customer internally: contribute to continuous improvement of services, processes, and communications.
Represent customer needs in internal committees (service, security, technical evolution).
Define and document processes. Assess risks and opportunities and define action plans to achieve objectives.
Manage communication with stakeholders involved in the process. Train and inform stakeholders on applicable rules and procedures. Enforce compliance with procedures and standards.
Regularly coordinate with the Certification Manager and domain leads to ensure integration of Management System (SMI) topics, particularly during changes related to:
o Organization
o Equipment
o Services
o Contracts
o Buildings
o Stakeholders (clients, subcontractors, suppliers)
o Regulations
o Procedures
Stay informed of market, technical, regulatory, and standards developments. Communicate changes to other process owners.
Ensure proper documentation management (minimum one documentation review per year). Conduct an annual process review. Report non-conformities and monitor and report on process performance (KPIs and action follow-up). Participate in internal and certification audits.
Ensure implementation of corrective actions. Propose improvements to workflows, KPIs, and documentation. Participate in management reviews when necessary and propose new action plans and objectives.

Requirements

What you’ll need

Proven experience in customer relationship management within data centers.
Experience managing Key Accounts.
Strong listening skills and ability to analyze customer needs.
Ability to coordinate and manage projects and external service providers.
Project management skills.
Proficient with standard office productivity tools.
Basic knowledge of data center technologies: power, cooling, physical security, and network connectivity.
Excellent verbal and written communication skills.
Strong customer service mindset, diplomacy, and attention to detail.
Ability to simplify technical topics for diverse audiences.
Experience managing a technical client portfolio.
Proficient with ITSM and CRM tools.
Fluent in the local language and fluent in English.

Benefits

Comp & perks

Health and safety policies
Environmental policies
Information security policies
Energy consumption reduction policy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Relationship ManagementProject ManagementData Center TechnologiesKPI ManagementDocumentation ManagementTechnical Client Portfolio ManagementProcess ImprovementRisk AssessmentService ContinuityContract Management

Soft Skills

Strong Listening SkillsAnalytical SkillsAttention to DetailDiplomacyCommunication SkillsCustomer Service MindsetAbility to Simplify Technical TopicsCollaborationProblem-SolvingStakeholder Management