Customer Success Manager

Position Title: Customer Success Manager

Location: Dallas, TX; Ashburn, VA; Charlotte, NC; Atlanta, GA; Miami, FL; Los

Angeles, CA; Seattle, WA; Hillsboro, OR; San Francisco, CA

Your Role

• As a Customer Success Manager, you will lead the end-to-end delivery of
• operational service for assigned strategic customers, serving as a key
• customer-facing representative of Digital Realty. You will coordinate across
• Operations, Implementation Services, Sales, Finance, subregional and
• cross-functional teams to protect customer health, deliver against contractual
• commitments, resolve service issues, and create a seamless post-sales experience
• centered on customer success in this non-commission role.

What you’ll do

• Own overall post-sales customer health across client engagement, service

• management and SLA attainment, financial health including aged debt and churn
• risk, and product utilization and awareness.

• Lead regular customer service reviews, using reporting aligned with

• contractual requirements and Digital Realty standards, and communicate
• organizational, product, system, process, and policy changes.

• Track contractual SLA performance, review and validate potential service

• penalties, and coordinate customer communication during and after Red events
• so key internal and customer stakeholders remain appropriately informed.

• Partner with Implementation Services to support post-sales onboarding for new

deployments and introduce customers to Digital Realty products and services.

• Document enhanced customer operational requirements in Customer Playbooks and

ensure relevant internal teams understand and act on those requirements.

• Identify at-risk renewals and potential churn, and drive awareness and

coordinated action across accountable internal functional teams.

• Coordinate post-RFS customer audits through successful completion and close

• the loop on customer listening posts and survey detractors with timely
• follow-up.

• Manage service-related escalations and complaints from recording through

escalation, resolution, and confidential handling.

• Identify and drive service improvements through accountable functional teams

• and process owners while contributing to the Operations Management Team and
• Global Customer Success community.

• Follow applicable Quality Management, Environmental, and Health and Safety

• responsibilities while modeling customer focus, teamwork, ownership,
• delivery, inclusion, and continuous improvement.

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, preferably in utilities, data centers, IT, or
• telecommunications.

• Experience in service management, ideally supporting complex or international

customers; ITIL qualification and experience are preferred.

• Experienced-level product and technical knowledge, problem-solving

• capability, cross-functional collaboration, and stakeholder management
• appropriate for strategic, less-complex customer accounts.

• Ability to work effectively with Operations, Implementation Services, Sales,

• Finance, segment teams, customers, and potential integrators in a matrixed
• environment.

• Working knowledge of Digital Realty products, services, value propositions,

• and mission-critical infrastructure components, with the ability to build and
• maintain that knowledge.

• Strong analytical and problem-solving skills, including the ability to break

• complex issues into manageable components, identify underlying causes, and
• distinguish critical details from less relevant information.

• Excellent interpersonal, written, verbal, listening, reporting, and

• organizational skills, with the ability to communicate clearly and
• sensitively across stakeholder levels.

• Ability to travel approximately 20% of the time.

A bit about us

• Digital Realty brings companies and data together by delivering the full
• spectrum of data center, colocation and interconnection solutions.
• PlatformDIGITAL®, the company’s global data center platform, provides customers
• with a secure data meeting place and a proven Pervasive Datacenter Architecture
• (PDx®) solution methodology for powering innovation and efficiently managing
• Data Gravity challenges. Digital Realty gives its customers access to the
• connected data communities that matter to them with a global data center
• footprint of 300+ facilities in 50+ metros across 25+ countries on six
• continents.

• To learn more about Digital Realty, please visit digitalrealty.com
• [http://www.digitalrealty.com] or follow us on LinkedIn
• [https://www.linkedin.com/company/digitalrealty] and Twitter
• [https://twitter.com/digitalrealty].

What we can offer you

• Our rapidly evolving business sector offers the opportunity to be part of a
• courageous and passionate team who work together to understand and meet the
• changing needs of our global customers.

• Join us and you’ll be part of a supportive and inclusive environment where you
• can bring your whole self to work. As part of our team, you’ll get to work with
• people from different business areas, challenge the way we do things and put
• your ideas into action. We’ll also give you plenty of development opportunities
• so you can build a rewarding and successful career with us.

Apply today, take charge of your career and grow your talents with us.

Health and Safety

• Safety isn't just a priority here at Digital; it's critical to everything we do.
• Safeguarding lives, protecting assets, and securing data aren't just ideals -
• they're essential pillars of our commitment to excellence for our people, our
• partners and our customers. We have a culture of care where every member of Team
• Digital embraces a relentless pursuit of working safely across Digital Realty.
• Together we are Safely Powering Progress.

Our Compensation Philosophy

• Our published pay ranges reflect the minimum and maximum target for new hire pay
• for the full-time position determined by role, level, and geographical location.
• Individual pay is based on additional factors including but not limited to
• job-related skills, experience, and relevant education and/or training.
• Moreover, an employee’s total compensation package varies by role and may
• include salary, cash bonus or commissions, and equity awards not quantified
• below.

• Compensation range: $95,000 - $130,000 annually. This compensation range
• represents the Company’s good faith belief as to what it will pay as a salary
• for this position at the time of this posting.

• Benefits: For this role, Benefits include medical, dental, vision, life and AD&D
• insurance, 401k match, disability benefits, wellness and education benefits,
• employee stock purchase plan, paid time off, holidays, and more.