Senior Customer Success Manager
Digital RealtyAmsterdam, Noord-Holland
Full Time
Posted September 30, 2026
Apply Now
Application opens on company website
Listing evidence and provenance
- Source
- Oracle Cloud HCM View original listing
- Freshness
- Open in the current public read path; this is not an employer guarantee.Last observed October 5, 2026
- Classification
- Modern power-system classification not yet published for this listing.Legacy source industry field: Not Specified
- Pay provenance
- Pay not available
Job Description
Leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.
Key Responsibilities
- Leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.
- Accountable for overall post sales customer health for in scope customers across Client Engagement Meeting cadence, attendance, frequency Service Management – SLA attainment including implementation and support risk. Financial Health – Aged debt and churn risk Product utilization – Customer consumption and awareness gap
- Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards
- Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes
- Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations
- Interlock with Implementation Services teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services
- Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.
- Enhanced Red event customer communication during & post incident to ensure key internal and customer stakeholders are appropriated informed.
- Identify ‘at risk’ renewals and potential churn ensuring awareness across accountable internal functional teams.
- Coordination of post RFS customer audits through to successful conclusion
- Closing the loop on all customer listening posts and surveys detractors to ensure follow up completed.
- Managing service-related customer escalations and complaints including their recording, management, escalation, and resolution
- Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners Adhere to the Quality Management, Environment and Health & Safety Responsibility Matrix
Requirements
- Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship
- Minimum 8+ years of experience in a customer facing roles in a service company, preferably a utility, data center, IT, or telecommunications company.
- Experience with Service Management, preferably of more complex international customers.
- ITIL qualifications and experience are preferred
- Levels of CSM will vary based on the customer type and expertise.
Ready to Apply?
Apply directly on Digital Realty's site
Get new power and energy jobs weekly
New jobs across data centers, grid, nuclear, storage, generation, and renewables. One email a week.
Job Alerts
Get alerts for jobs like this one
More at Digital Realty
Similar Jobs
More jobs at Digital Realty
Similar jobs in Not Specified
More jobs in Amsterdam, Noord-Holland
Is this your company?Claim your listing free →