Senior Customer Success Manager – Global Accounts
Digital Realty
full-time
Posted on:
Location Type: Hybrid
Location: Dallas • Texas • Virginia • United States
Visit company websiteExplore more
Job Level
About the role
- Owns the overarching post-sales health of assigned global strategic accounts, ensuring strong engagement, satisfaction, stability, and retention.
- Leads the customer engagement rhythm, including executive business reviews, operational service reviews, and strategic planning dialogues.
- Evaluates and manages risk across operational, financial, and product adoption indicators, escalating and aligning teams as needed.
- Oversees end-to-end service delivery including SLA compliance, implementation coordination, and ongoing operational performance.
- Validates contractual SLA performance and associated service credits, ensuring accuracy and alignment with customer expectations.
- Provides guidance to global teams on customer-specific operational requirements and success criteria, supported by detailed Customer Playbooks.
- Acts as a liaison and advocate between customer stakeholders and internal teams, ensuring unified execution across Operations, Implementation, Sales, and Finance.
- Partners with Implementation teams to ensure seamless onboarding and successful introduction of Digital Realty products and services post-sales.
- Drives coordinated management of customer escalations, ensuring transparent communication, root-cause clarity, and timely resolution.
- Identifies early indicators of risk, including renewal concerns, operational instability, or financial issues (e.g., aged debt).
- Engages internal leaders to develop mitigation strategies that preserve and strengthen long-term relationships.
- Ensures consistent follow-up on all customer feedback mechanisms, including surveys and listening posts.
- Leads the identification and delivery of service improvement initiatives across accountable teams.
- Coordinates customer audits from initiation through closure, ensuring thorough preparation, response, and validation.
- Supports awareness and adoption of new products, organizational changes, systems, processes, and policies across global accounts.
- Actively contributes to the Global Customer Success community, sharing expertise, leading initiatives, and mentoring peers.
- Partners with Operations leadership to strengthen cross-functional collaboration and elevate standards of service across regions.
Requirements
- Bachelor’s degree in Business, IT, Engineering, or a related discipline; equivalent experience considered.
- Minimum 7+ years in customer-facing roles within service-focused industries such as data centers, utilities, IT, or telecommunications.
- Proven expertise supporting complex, multi-regional, or global enterprise customers.
- Strong familiarity with service management frameworks; ITIL certification preferred.
- Demonstrated ability to influence without authority across diverse stakeholder groups
- Exceptional ability to communicate across technical, operational, and executive levels with clarity and diplomacy.
- Deep understanding of Digital Realty’s product portfolio and mission-critical infrastructure services.
- Strong analytical and problem-solving capabilities with the ability to distill complex issues into actionable insights.
- Highly collaborative, able to connect and align global teams toward shared customer outcomes.
- Self-directed, resilient, and committed to delivering high-quality service in a fast-paced environment.
- Strong organizational skills with an ability to manage multiple high-stakes priorities simultaneously.
- Maintains discretion, integrity, and professionalism in all customer and internal interactions
Benefits
- Health and Safety programs
- Professional development opportunities
- Supportive and inclusive environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service management frameworksITILanalytical skillsproblem-solvingcustomer engagementSLA complianceoperational performancerisk managementservice deliveryonboarding
Soft Skills
communicationinfluence without authoritycollaborationorganizational skillsresilienceself-directedcustomer advocacyleadershipmentoringstakeholder management
Certifications
ITIL