Sr Customer Success Manager; Global Accounts - AMER

Sr Customer Success Manager (Global Accounts) - AMER

Location:
Dallas or Ashburn

As a senior member of the Global Customer Success organization, this role leads the strategic, end-to-end delivery of operational service excellence for some of Digital Realty’s most complex and high-value global customers. The Senior Customer Success Manager serves as a trusted advisor and advocate, ensuring seamless execution across internal functions while driving customer health, retention, and long-term partnership. The role champions customer success as a central value within the business.

• Owns the overarching post-sales health of assigned global strategic accounts, ensuring strong engagement, satisfaction, stability, and retention.
• Leads the customer engagement rhythm, including executive business reviews, operational service reviews, and strategic planning dialogues.
• Evaluates and manages risk across operational, financial, and product adoption indicators, escalating and aligning teams as needed.

• Oversees end-to-end service delivery including SLA compliance, implementation coordination, and ongoing operational performance.
• Validates contractual SLA performance and associated service credits, ensuring accuracy and alignment with customer expectations.
• Provides guidance to global teams on customer-specific operational requirements and success criteria, supported by detailed Customer Playbooks.

• Acts as a liaison and advocate between customer stakeholders and internal teams, ensuring unified execution across Operations, Implementation, Sales, and Finance.
• Partners with Implementation teams to ensure seamless onboarding and successful introduction of Digital Realty products and services post-sales.
• Drives coordinated management of customer escalations, ensuring transparent communication, root‑cause clarity, and timely resolution.

• Identifies early indicators of risk, including renewal concerns, operational instability, or financial issues (e.g., aged debt).
• Engages internal leaders to develop mitigation strategies that preserve and strengthen long‑term relationships.
• Ensures consistent follow‑up on all customer feedback mechanisms, including surveys and listening posts.

• Leads the identification and delivery of service improvement initiatives across accountable teams.
• Coordinates customer audits from initiation through closure, ensuring thorough preparation, response, and validation.
• Supports awareness and adoption of new products, organizational changes, systems, processes, and policies across global accounts.

• Actively contributes to the Global Customer Success community, sharing expertise, leading initiatives, and mentoring peers.
• Partners with Operations leadership to strengthen cross‑functional collaboration and elevate standards of service across regions.

• Bachelor’s degree in Business, IT, Engineering, or a related discipline; equivalent experience considered.
• Minimum 7+ years in customer‑facing roles within service‑focused industries such as data centers, utilities, IT, or telecommunications.
• Proven expertise supporting complex, multi‑regional, or global enterprise customers.
• Strong familiarity with service management frameworks; ITIL certification preferred.
• Demonstrated ability to influence without authority across diverse stakeholder groups.
• Exceptional ability to communicate across technical, operational, and executive levels with clarity and diplomacy.
• Deep understanding of Digital Realty’s product portfolio and mission‑critical infrastructure services.
• Strong analytical and problem‑solving capabilities with the ability to distill complex issues into actionable insights.
• Highly collaborative, able to connect and align global teams toward shared customer outcomes.
• Self‑directed, resilient, and committed to delivering high‑quality service in a fast‑paced environment.
• Strong organizational skills with an ability to manage multiple high‑stakes priorities simultaneously.
• Maintains discretion, integrity, and professionalism in all customer and internal interactions.