Sr. Manager, Global Customer Success - Hyperscale - EMEA

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Description

Your role

• 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

What you'll need

• 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.

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

Qualifications

• 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.