Customer Success Manager

Job description

Digital Realty’s Customer Operations team is on the front line of delivering an exceptional customer experience. As a Customer Success Manager (CSM), you will provide high-touch, white-glove service to some of our largest strategic customers. The successful candidate will demonstrate executive presence and confidence interacting regularly with senior leaders at some of the world’s largest organizations. Your Role: You will be accountable for overall post-sales customer health for your assigned customers across: Client Engagement – Meeting cadence, attendance, and frequency Service Management – SLA attainment, including implementation and support risk Financial Health – Aged debt monitoring and churn risk Product Utilization – Customer adoption and awareness gaps Key Responsabilities: Lead regular customer-facing service reviews aligned with contractual and Digital Realty standards Increase customer awareness of organizational updates, product bulletins, and system/process/policy changes Track contractual SLA attainment, including penalty review and validation against obligations Partner with Implementation teams to ensure successful post-sales onboarding and introduce customers to...