Customer Success Manager

Job description

Job Description Job Title: Service Customer Success Manager Function: Service / Customer Success: Region: Asia: Reports To: Director, Service Operations, dotted line to Director Service Sales Job Summary: The Service Customer Success Manager (CSM) is responsible for maximizing customer value and lifetime revenue across Vertiv’s installed base by ensuring successful adoption and ongoing performance of service solutions. The CSM acts as a trusted advisor to customers, proactively managing relationships, driving service contract renewals, identifying upsell opportunities, and ensuring the reliability and efficiency of mission-critical infrastructure, including power and thermal systems. This role bridges sales, operations, and service delivery , ensuring customer outcomes are achieved while supporting Vertiv’s recurring revenue growth strategy. Key Responsibilities: 1. Customer Relationship Ownership 2. Service Contract Retention & Growth 3. Customer Success & Value Realization 4. Service Delivery Coordination 5. Installed Base Management 6. Data-Driven Insights & Reporting 7. Cross-Functional Collaboration - Own assigned customer accounts across the service lifecycle - Build strong,...