Customer Success Manager

Digital Realty’s Customer Operations team is on the front line of delivering an exceptional customer experience. As a Customer Success Manager (CSM), you will provide high-touch, white-glove service to some of our largest strategic customers.

The successful candidate will demonstrate executive presence and confidence interacting regularly with senior leaders at some of the world’s largest organizations.

Your Role

You will be accountable for overall post-sales customer health for your assigned customers across:

• Client Engagement – Meeting cadence, attendance, and frequency

• Service Management – SLA attainment, including implementation and support risk

• Financial Health – Aged debt monitoring and churn risk

• Product Utilization – Customer adoption and awareness gaps

   

Key Responsabilities

• Lead regular customer-facing service reviews aligned with contractual and Digital Realty standards

• Increase customer awareness of organizational updates, product bulletins, and system/process/policy changes

• Track contractual SLA attainment, including penalty review and validation against obligations

• Partner with Implementation teams to ensure successful post-sales onboarding and introduce customers to Digital Realty products and services

• Drive internal awareness of enhanced customer operational requirements through Customer Playbooks

• Manage enhanced customer communications during and after incidents to ensure stakeholders are appropriately informed

• Identify at-risk renewals and potential churn, ensuring visibility across internal stakeholders

• Identify and drive service improvement opportunities through functional teams and process owners

   

Requisions

• Bachelor’s degree in Business, IT, Engineering, or related discipline (or equivalent experience in customer relationship management)

• Minimum 5+ years in a customer-facing role within a service organization (preferably data center, IT, telecommunications, or utilities)

• Experience in Service Management, ideally supporting complex international customers

• Languages: English and Spanish at C1 level or higher

   

Soft Skills

• Strong ability to collaborate with cross-functional teams (Operations, Implementation, Sales, Finance, etc.) and external stakeholders

• Excellent problem-solving skills with the ability to simplify complex issues and focus on critical details

• High energy, self-motivated, and passionate about service excellence and customer focus

• Ability to work independently with minimal supervision

• Demonstrates integrity and maintains strict confidentiality