Customer Care Manager

This position is preferably located in Austin, TX but will also be considered at our corporate locations in Denver, CO, Seattle, WA, and Arlington, VA.

Fleet Data Centers designs, builds andoperatesmega-scale data center campuses. Fleet provides itscustomersflexibility and predictability to meet their upside demand forecasts, addressing a key need in the market as traditional leased models are struggling to keep pace with the demand for new Cloud and AI infrastructure. Fleet is led by a team of industry veterans that have already made a lasting imprint on the evolution of global digital infrastructure and are committed and uniquely capable of up leveling data center developmentscaleand operations in the face of rising demand.

Fleet is well positioned to bring in-house design,engineering and operational capabilities to collaborate with customers on tailored solutions for campuses of 500MW+. This unique model enables Fleet to provide the world’s largest and most sophisticatedcustomersa seamless extension of their own data center fleets with constant access to design innovation. Fleet isheadquarteredin Denver, Colorado, with satellite offices in Seattle, WA and Arlington, VA.

Fleet is seeking a Customer Care Manager with a strong passion for delivering exceptional customer experiences. This role owns the post-sale relationship for assigned large enterprise and hyperscale customers, ensuring sustained value realization from Fleet’s data center solutions through proactive engagement, operational excellence, and strategic partnership.

The Customer Care Manager serves as the primary customer advocate and escalation point for service and operational matters, driving timely resolution, transparent communication, and continuous improvement. This position builds trusted executive-level relationships, navigates complex technical and organizational environments, and ensures strong alignment between customer objectives and Fleet’s capabilities.

• Serve as the primary post-sale relationship owner and trusted advisor for assigned hyperscale and large enterprise customers, developing a deep understanding of their business objectives, capacity requirements, and technical environments to deliver measurable value and a consistent white-glove experience.
• Build and maintain strong, trusted relationships with customer stakeholders and internal teams, proactively identifying risks, dependencies, and opportunities for optimization, growth, and long-term partnership.
• Drive customer success outcomes by developing and executing customer success plans; monitoring billing accuracy, Key Performance Indicators (KPIs) and Service Level Agreements (SLAs); maintaining accurate customer environment and service documentation, including adherence to contract requirements; leading Quarterly Business Reviews (QBRs); and acting as the voice of the customer internally.
• Lead customer onboarding and operational readiness, coordinating training, enablement, and best-practice adoption to accelerate time-to-value and ensure operational stability within hyperscale data center environments.
• Act as the primary escalation point for service, operational, and technical issues, coordinating cross-functional teams to ensure timely resolution, clear customer communication, root cause analysis (RCA), and corrective action planning.
• Oversee customer-related projects and initiatives, ensuring alignment to scope, schedule, and budget while proactively communicating risks, dependencies, and mitigation strategies.
• Capture and translate customer feedback into actionable insights, partnering with internal teams to influence service improvements, operational enhancements, and customer-driven innovation.
• Remain current on hyperscaler requirements, industry trends, and emerging technologies, applying relevant insights to guide customer success strategies and continuous improvement.
• Provide thought leadership and operational excellence through documentation, knowledge sharing, and lessons learned to improve internal processes and customer experience maturity.
• Prepare and deliver executive-level reporting and presentations, providing clear visibility…