Sr Customer Success Manager; Global Accounts - AMER

Sr Customer Success Manager (Global Accounts) - AMER

Austin, TX, United States and 2 more (Hybrid)

• Job Identification 7304
• Job Category Customer Success
• Job Schedule Full time

Position Title: Sr Customer Success Manager (Global Accounts) - AMER

Location: Dallas or Ashburn

Your role

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.

Service Excellence & Operational Governance

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.

Cross-Functional Leadership

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.

Proactive Risk, Renewal & Churn Management

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.

What you’ll need

• 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

• Exceptional ability to communicate across technical, operational, and executive levels with clarity and diplomacy.
• Deep understanding of Digital Realty’s product portfolio and mission-critical infrastructure services.
• Strong analytical and problem-solving capabilities with the ability to distill complex issues into actionable insights.
• Highly collaborative, able to connect and align global teams toward shared customer outcomes.
• Self-directed, resilient, and committed to…