Senior Director, Customer Success
Core
Lead the global customer organization for a hyperscale data center client, owning the entire lifecycle from onboarding to expansion and retention.
Role type
Senior Director, Customer Success (Strategic & Operational)
Builds
Global customer success strategy, distributed teams, and operating playbooks for hyperscale data center partnerships.
Domain
Data Centers / Colocation / Cloud Infrastructure
Required skills
Strategic planning, team building & mentorship, revenue retention management, executive stakeholder management, account expansion strategy, onboarding & service activation, risk management, business review leadership, operating model design, voice of customer advocacy, SLA governance
Preferred skills
MBA, experience with enterprise contracts in millions
Technologies
Customer success tooling, health scoring systems, forecasting tools
Responsibilities
Translate global strategy into regional operating plans; build and mentor distributed teams; partner with commercial leadership for alignment; own gross and net revenue retention; drive expansion of capacity and services; develop account success plans; manage onboarding and service activation; establish customer health frameworks; act as escalation point for critical issues; lead executive business reviews; define operating models and KPIs; serve as voice of customer to product and engineering; govern SLAs and service credits
Seniority
Senior Director, C-suite level leadership