Customer Success Manager at Homebot assisting customers in leveraging the platform for retention and growth. Building long - term relationships with enterprise clients and managing key accounts.
About the role
- Leads operational service excellence for high-value global customers at Digital Realty. Acts as a trusted advisor, ensuring customer health and long-term partnership.
Responsibilities
- 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.
Requirements
- 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
Benefits
- Health and Safety programs
- Professional development opportunities
- Supportive and inclusive environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Success Manager at IMAIOS ensuring the successful onboarding and use of medical e - learning solutions for B2B clients in healthcare. Focused on relationship management and client satisfaction.
Customer Success Manager responsible for client relationships and onboarding for amber's AI search platform. Focusing on customer retention and upselling strategies within a hybrid work model.
Customer Success Analyst responsible for managing relationships and implementing solutions for loyalty platforms. Focused on data - driven strategies and high - level customer experiences.
Leading the strategy for client retention and expansion at BONIFIQ. Focus on transforming clients into strategic partners through data intelligence and loyalty consulting.
Customer Success Associate at Mad Mobile responsible for customer account management and engagement. Ensuring customer satisfaction through proactive support and relationship building.
Customer Success Manager at FieldClock enhancing relationships with top tier customers in AgTech sector. Leading onboarding and product usage optimization while being a key local contact in California.
Client Success Manager responsible for ensuring client satisfaction and driving solution adoption for a strategic FIS client in wealth management. Leading executive communications and cross - functional collaboration.
Customer Success Manager ensuring long - term success and retention of partnerships at Meazure Learning. Managing 5 - 10 strategic accounts to enhance customer experience and satisfaction.
Customer Success Manager at fintech helping entrepreneurs regain control of finances. Collaborating with educators to enhance the adoption of financial management tools in schools.