Senior Customer Success Manager, Global Accounts – APAC

Digital Realty

Leads strategic customer success engagement for Digital Realty's global accounts across APAC. Oversees service delivery and fosters partnerships with operations leadership.

Posted 5/9/2026full-timeSingapore • 🇸🇬 SingaporeSeniorWebsite

About the role

Key responsibilities & impact

Own customer health for assigned global strategic accounts (engagement, satisfaction, stability, retention) across APAC.
Lead executive business reviews, operational service reviews, and strategic planning discussions.
Partner closely with APAC Facilities/Operations leadership to ensure safe, reliable delivery and act as an escalation leader/“air cover” for frontline teams.
Oversee end-to-end service delivery including onboarding coordination, SLA performance validation, and service credit alignment.
Proactively identify renewal signals and growth opportunities, while assessing and managing risks (operational, financial, adoption, renewal/churn) and drive mitigation plans.
Coordinate customer escalations with clear communication, root-cause transparency, and timely resolution.
Drive service improvement initiatives and coordinate customer audits end-to-end.
Contribute to the Global Customer Success community through mentoring and cross-regional collaboration.

Requirements

What you’ll need

Bachelor’s degree in Electrical or Mechanical Engineering, or a related discipline in the data center industry; equivalent experience considered.
Demonstrated executive presence and operational credibility in APAC environments.
Minimum 7+ years in customer-facing roles within service-focused industries such as data centers, utilities, IT, or telecommunications, supporting mission-critical or infrastructure services.
Proven ability to influence without authority across matrix organizations.
Experience managing complex global or multi-regional enterprise customers.
Strong familiarity with service management frameworks; ITIL certification preferred.
Demonstrated ability to influence without authority across diverse stakeholder groups.

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service deliveryonboarding coordinationSLA performance validationrisk managementservice improvement initiativescustomer audits

Soft Skills

executive presenceoperational credibilityinfluence without authoritycommunicationmentoringcollaboration

Certifications

ITIL certification