Customer Success Manager

• Digital Realty is looking for its next Customer Success Manager.
• In this highly visible customer-facing role, you will own and develop a portfolio of strategic customer accounts, acting as a trusted advisor to key stakeholders. Your mission will be to drive customer satisfaction, retention, and growth by ensuring customers realise the full value of Digital Realty's solutions while identifying opportunities to expand and strengthen long-term partnerships.
• Build and nurture strong relationships with decision-makers and key customer stakeholders, gaining a deep understanding of their business objectives, growth strategies, and evolving needs.
• Lead regular business reviews, governance meetings, and executive discussions, demonstrating the value Digital Realty delivers and positioning the company as a strategic partner.
• Drive customer adoption of Digital Realty's solutions and services, helping customers maximise their investment while uncovering opportunities for growth and expansion.
• Act as the voice of the customer internally, coordinating with Sales, Solutions Engineering, Operations, and Service Delivery teams to ensure an exceptional customer experience.
• Monitor account health, customer satisfaction, and retention risks, proactively implementing strategies to strengthen engagement and loyalty.
• Leverage customer insights, service metrics, and business data to identify trends, provide recommendations, and support customers in achieving their goals.
• Collaborate closely with Sales teams to identify upselling, cross-selling, and account growth opportunities within your customer portfolio.
• Maintain a strong understanding of contracts, commercial commitments, and customer requirements to support both successful service delivery and long-term account development.
• Share market insights, customer feedback, and best practices to continuously improve Digital Realty's customer experience and value proposition.
• The Customer Audit Manager oversees all aspects of customer audits, from initial request through completion, ensuring that each audit meets both customer and internal standards. They facilitate collaboration among teams such as Operations, Sales, Quality, and Compliance, acting as the main point of contact throughout the audit process. The manager leads on-site audits, coordinates logistics, and ensures timely communication and documentation. They also contribute to the ongoing improvement of audit processes and databases, sharing best practices within the global audit community. The role requires frequent interaction with stakeholders at multiple organizational levels and a focus on continuous improvement. Maintaining confidentiality and high ethical standards is essential, as is the ability to travel within the subregion for audits.

• 3 to 5 years of experience in Customer Success, Account Management, Customer Experience, Service Management, or another customer-facing commercial role.
• Proven experience managing and growing customer relationships within technology, telecommunications, cloud, managed services, colocation, or data centre environments.
• Strong commercial acumen with the ability to identify opportunities to drive customer value, retention, and business growth.
• Excellent communication and stakeholder management skills, with experience engaging executives and senior decision-makers.
• Ability to understand customer business challenges and translate them into actionable solutions and strategic plans.
• Experience managing customer reviews, contracts, service governance processes, and performance commitments.
• Analytical mindset, capable of transforming data and insights into meaningful business recommendations.
• Collaborative approach with the ability to influence cross-functional teams and drive customer-focused outcomes.
• Fluent in Greek and in English (C1). French, or Italian would be considered a strong advantage.
• Bachelors degree in Business, IT, Engineering, or related discipline or equivalent work experience in audit management and control. 4-7 Years of experience in audit, compliance, or related roles, preferably in service companies such as utilities, data Centers, IT, or telecommunications. Experience working cross-functionally with Operations, Implementation, Sales, and Finance teams. Proven ability to manage and lead audit processes and coordinate among multiple stakeholders. Advanced organizational, reporting, and documentation skills. High standard of ethics and confidentiality.

At Digital Realty, you'll work with some of the world's largest and most innovative organisations, helping them succeed in an increasingly connected digital world. You'll be part of a global industry leader where customer success directly contributes to business growth, innovation, and long-term partnerships.