Customer Success Manager

Digital Realty

. Lead the end-to-end delivery of operational service for assigned strategic customers .

Posted 10/7/2026full-timeUnited StatesMid-LevelSenior💰 $95,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer relationship management, service delivery, and operational excellence, with a strong focus on post-sales support and customer health. Proficient in cross-functional collaboration and problem-solving within a matrixed environment, ensuring effective communication and service improvements.

Highest-signal resume keywords

Customer Relationship ManagementService ManagementITIL QualificationCross-Functional CollaborationAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service DeliveryPost-Sales SupportSLA Performance TrackingCustomer OnboardingOperational Requirements DocumentationProduct KnowledgeTechnical KnowledgeCustomer Audit CoordinationService Improvement IdentificationMatrixed Environment Experience

Soft Skills

Interpersonal SkillsWritten CommunicationVerbal CommunicationListening SkillsOrganizational Skills

Tools & Technologies

Digital Realty ProductsMission-Critical Infrastructure Components

Certifications & Qualifications

ITIL Qualification

Industry Keywords

UtilitiesData CentersITTelecommunications

About the role

Key responsibilities & impact

Lead the end-to-end delivery of operational service for assigned strategic customers
Serve as a key customer-facing representative of Digital Realty
Coordinate across Operations, Implementation Services, Sales, Finance, subregional, and cross-functional teams
Own overall post-sales customer health across client engagement, service management, SLA attainment, financial health, churn risk, and product utilization
Lead regular customer service reviews and communicate organizational, product, system, process, and policy changes
Track contractual SLA performance and coordinate customer communication during and after Red events
Support post-sales onboarding for new deployments and introduce customers to Digital Realty products and services
Document enhanced customer operational requirements in Customer Playbooks
Identify at-risk renewals and potential churn and drive coordinated internal action
Coordinate post-RFS customer audits through successful completion
Manage service-related escalations and complaints through resolution and confidential handling
Identify and drive service improvements through accountable functional teams and process owners
Contribute to the Operations Management Team and Global Customer Success community
Follow applicable Quality Management, Environmental, and Health and Safety responsibilities

Requirements

What you’ll need

Bachelor’s degree in Business, IT, Engineering, or a related discipline, or equivalent relevant customer relationship experience
Minimum of 5 years of experience in a customer-facing role within a service organization
Experience preferably in utilities, data centers, IT, or telecommunications
Experience in service management
ITIL qualification and experience are preferred
Experienced-level product and technical knowledge
Problem-solving capability
Cross-functional collaboration and stakeholder management experience
Ability to work effectively in a matrixed environment
Working knowledge of Digital Realty products, services, value propositions, and mission-critical infrastructure components
Strong analytical and problem-solving skills
Excellent interpersonal, written, verbal, listening, reporting, and organizational skills
Ability to travel approximately 20% of the time

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
AD&D insurance
401k match
Disability benefits
Wellness benefits
Education benefits
Employee stock purchase plan
Paid time off
Holidays
Supportive and inclusive work environment
Development opportunities
Career growth opportunities