Customer Success Manager

Role overview

What you'll do

• Own customer health and success across engagement, service performance, financial health, and product utilisation.
• Lead regular service reviews and business updates, with reporting aligned to contractual obligations and company standards.
• Monitor SLA attainment, risks, penalties, and contractual compliance.
• Support onboarding and transition of new deployments into operational support.
• Identify churn, service, and renewal risks and coordinate mitigation with internal teams.
• Resolve service escalations and complaints; coordinate audits and post-Ready-for-Service audit requirements.
• Communicate with customers during major incidents and service-impacting events throughout the incident lifecycle.
• Drive continuous improvement and participate in global customer success and operational initiatives.

What you'll need

• Bachelor's degree in Business, Information Technology, Engineering, or a related discipline, or equivalent relevant work experience.
• Five to seven years of customer-facing experience in a service-driven organisation; experience in data centers, telecommunications, IT, utilities, or related industries is preferred.
• Experience managing service delivery and customer relationships, ideally for complex enterprise or international customers.
• Working knowledge of service management principles; ITIL certification or experience is preferred.
• Strong stakeholder management, communication, reporting, analytical, and problem-solving skills.
• Ability to influence cross-functional teams without direct authority and manage multiple priorities.
• Demonstrate organisation, self-motivation, customer focus, integrity, professionalism, and confidentiality.

About Digital Realty

What the company offers

• The company describes a supportive, inclusive environment with opportunities for development and career growth, along with a competitive compensation package and benefits.

Health and safety

• The company states that safety is critical to its work and highlights safeguarding people, assets, and data as essential commitments.