Senior Global Customer Success Manager – Network

Digital Realty

Customer Success Senior Manager leading end-to-end operational service delivery for strategic customers. Focus on customer health, engagement, and service improvement in a hybrid work environment.

Posted 4/28/2026full-timeDallas • Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.
Accountable for overall post sales customer health for in scope customers across
Client Engagement – Meeting cadence, attendance, frequency
Service Management – SLA attainment including implementation and support risk.
Financial Health – Aged debt and churn risk
Product utilization – Customer consumption and awareness gap
Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards.
Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes.
Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.
Interlock with Implementation teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services.
Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.
Enhanced Red event customer communication during & post incident to ensure key internal and customer stakeholders are appropriately informed.
Identify ‘at risk’ renewals and potential churn ensuring awareness across accountable internal functional teams.
Coordination of post RFS customer audits through to successful conclusion
Closing the loop on all customer listening posts and surveys detractors to ensure follow up completed.
Managing service-related customer escalations and complaints including their recording, management, escalation, and resolution
Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners.
Participate in the Global Customer Success community.
Interface with Operations Management Team and contributes actively beyond the own responsibility areas.

Requirements

What you’ll need

Bachelor’s degree in Business, IT, Engineering or related discipline or equivalent work experience in customer relationship
Minimum 5+ years of experience in a customer facing roles in a service company, preferably a utility, data centre, IT, or telecommunications company.
Experience with Service Management, preferably of more complex international customers
ITIL qualifications and experience are preferred.

Benefits

Comp & perks

Health and Safety commitment
Highly competitive compensation package
Excellent benefits
Supportive and inclusive environment
Professional development opportunities

ATS Keywords

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Hard Skills & Tools

Service ManagementSLA attainmentCustomer onboardingCustomer auditsCustomer escalationsService improvement

Soft Skills

Client EngagementCommunicationLeadershipProblem-solvingInterpersonal skills

Certifications

ITIL