Sr. Manager, Global Customer Success - Hyperscale - EMEA
Job Description As a senior member of the Global Customer Success organization, this role leads the strategic, end-to-end delivery of operational service excellence for some of Digital Realty’s most complex and high-value global customers. The Senior Customer Success Manager serves as a trusted advisor and advocate, ensuring seamless execution across internal functions while driving customer health, retention, and long-term partnership. The role champions customer success as a central value within the business. What You'll Do Customer Health & Strategic Engagement
- 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.
- Community Engagement
- 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.
- 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