Senior Customer Success Manager
Core
Lead end-to-end operational service experience for a portfolio of strategic customers, ensuring seamless service delivery, satisfaction, and long-term retention.
Role type
Senior Customer Success Manager (Service Delivery)
Builds
Operational support for data center and colocation services
Domain
Data center / Colocation / IT Infrastructure
Required skills
Stakeholder management, risk identification, SLA monitoring, incident management, audit coordination, cross-functional collaboration, analytical problem-solving, strategic account management
Preferred skills
ITIL certification, experience in data centers/telecommunications/IT/utilities
Technologies
Service management tools, SLA tracking systems
Responsibilities
Own post-sales customer health and success metrics; lead regular service reviews and business updates; monitor and track SLA performance and contractual compliance; partner with implementation teams for onboarding; identify and mitigate customer churn risks; manage service escalations and complaints; coordinate customer audits; drive continuous service improvement initiatives.
Seniority
Senior, hands-on IC