Customer Success Manager

Who You Are

The Customer Success Manager (CSM) for Strategic and Hyperscale Accounts serves as the primary point of contact and trusted advisor. You are responsible for delivering a seamless, high‑quality customer experience across the full lifecycle, driving structured engagement, proactively managing performance and risk, and leading cross‑functional alignment to meet customer expectations.

• Build and strengthen trusted customer relationships through a structured governance model, leading Monthly, Quarterly, and Executive Business Reviews (MBRs, QBRs, EBRs) to evaluate performance, identify growth opportunities, and assess satisfaction.
• Serve as the primary point of contact for day‑to‑day customer needs and requests, ensuring timely and effective resolution of inquiries.
• Proactively monitor customer health, including utilization, operational performance, and potential risks, to drive informed engagement and outcomes.
• Align with customers on priorities and expectations to ensure consistent delivery against business objectives and to track success throughout each phase of the customer journey.
• Translate customer business requirements and goals into actionable plans by aligning the appropriate internal teams to support delivery.
• Voice customer feedback, translating insights into actionable recommendations that enhance the customer experience across the organization.

• Lead customer onboarding efforts, including training on the customer portal, key operational processes, escalation paths, and ongoing communication cadence.

• Assess issues and manage escalations with urgency, coordinating cross‑functional teams to drive timely and effective resolution.

• Drive cross‑functional alignment across internal teams to deliver a seamless, consistent customer experience.
• Lead and support efforts to improve efficiency and processes.

• 7+ years of experience in Customer Success, Account Management, Program Management, or related customer‑facing roles supporting complex strategic accounts.
• Experience with in data center, colocation, cloud infrastructure, or other critical facilities environments.
• Proven ability to lead structured governance cadences, including Monthly, Quarterly, and Executive Business Reviews, with operational and executive stakeholders.
• Proven ability to manage customer relationships end‑to‑end, including onboarding, operational support, and ongoing governance.
• Strong ability to translate customer business requirements into actionable plans and align cross‑functional teams to deliver outcomes.
• Demonstrated experience managing multiple priorities, customer engagements, and internal coordination simultaneously while maintaining a high level of service.
• Experience driving issue resolution and coordinating cross‑functional teams across operations, engineering, product, and sales organizations.
• Excellent communication, presentation, and relationship management skills, with the ability to engage both technical and executive stakeholders.
• Strong problem‑solving and critical‑thinking skills, with a proactive and customer‑focused mindset.

• Experience supporting hyperscale or large‑scale single‑tenant deployments.
• Familiarity with data center operations concepts (e.g., power, cooling, operational readiness, telemetry/monitoring).
• Experience engaging with C‑level stakeholders and leading executive‑level conversations.
• Proficiency with CRM, ticketing, and operational tools (e.g., Salesforce, Service Now, or similar platforms).
• Understanding of service management frameworks (SLA management, incident and escalation processes).
• Bachelor’s degree in Business, Communications, Information Technology, or a related field (or equivalent experience).

• Roth and Traditional 401(k) matching contributions with immediate vesting.
• Bonus or commission eligibility.
• Generous PTO, paid volunteer days, and floating holidays.
• Stock Purchase Plan (SPP).
• 11 paid holidays annually (or holiday compensation when worked).
• Pet and legal insurance.
• Q‑Rest Sabbatical Program.
• Q‑Anniversary Service Award Program.
• Par…