Customer Success Manager

Who We Are:

It's pretty exciting, to find yourself standing in a pivotal moment in time. It's even more exciting to be out front leading it. At QTS, our world-class data centers are supporting our customers most strategic growth initiatives, positioning us at the forefront of today's dynamic digital transformation.

As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world's most advanced, forward-thinking data centers. QTS is a portfolio company of Blackstone.

QTS is Powered by People. People who play a vital role in our company's culture, innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable, resourceful and mission driven. Together, we do great things.

Who You Are:

The Customer Success Manager (CSM) for Strategic and Hyperscale Accounts serves as the primary point of contact and trusted advisor, responsible for delivering a seamless, high-quality customer experience across the full lifecycle. This role drives structured customer engagement, proactively manages performance and risk, and leads cross-functional alignment to ensure consistent execution against customer expectations. The CSM also translates customer insights into actionable improvements, strengthening service delivery and long-term partnership success.

What You Will Do:

* 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 overall 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 tracking what success looks like throughout each phase of the customer journey.

* Understand and translate customer business requirements and goals into actionable plans by aligning the appropriate internal teams to support delivery

* Serve as the voice of the customer by translating feedback and insights into actionable recommendations that enhance the customer experience across the organization

Customer Onboarding & Training

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

Issue & Escalation Management

* Assess issues and manage escalations with urgency, coordinating cross-functional teams to drive timely and effective resolution

Cross-Functional Collaboration

* Drive cross-functional alignment across internal teams to deliver a seamless, consistent customer experience

* Lead and support efforts to improve efficiency and processes

What You Will Need to be Successful:

* 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 (MBRs, QBRs, EBRs), with both 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

Nice To Have:

* 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…