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 Operations)
Builds
Operational support for data center, colocation, and interconnection solutions
Domain
Data Center / Colocation / IT Infrastructure
Required skills
Strategic account management, SLA performance monitoring, risk identification and mitigation, service escalation management, audit coordination, cross-functional stakeholder alignment, financial health tracking, incident communication, continuous service improvement
Preferred skills
ITIL certification, experience in data centers/telecommunications/IT/utilities, complex enterprise customer support
Technologies
ITIL, SLA frameworks, operational support tools
Responsibilities
Own post-sales customer health and success metrics; lead customer service reviews and business updates; monitor SLA performance and contractual compliance; partner with implementation teams for onboarding; identify and mitigate churn risks; manage service escalations; coordinate customer audits; drive communication during major incidents; champion service improvement initiatives.
Seniority
Senior, hands-on IC
