Sr. Manager, Customer Success (Data Center)

About Riot Platforms

Riot’s (NASDAQ: RIOT) vision is to be the world’s most trusted platform for powering and building digital infrastructure. 

Riot’s mission is to empower the future of digital infrastructure by positively impacting the sectors, networks, and communities that we touch. We believe that the combination of an innovative spirit and strong community partnership allows the Company to achieve best-in-class execution and create successful outcomes.

 Riot is a Bitcoin-driven industry leader in the development of large-scale data centers and bitcoin mining applications. The Company’s vertically integrated strategy spans Bitcoin mining, engineering, and the development of large-scale data center projects designed to support the growing demand for high-density computing. Riot currently operates Bitcoin mining facilities in central Texas and Kentucky, with engineering and fabrication capabilities in Denver and Houston. The Company is now expanding into data center development, strengthening its position as a foundational builder in the digital economy. 

Key attributes we are looking for

At Riot, we’re building the future of digital infrastructure. Our team members have unparalleled opportunities to work on groundbreaking initiatives. Through technical excellence and strategic execution, Riot has positioned itself as a leader in the industry driving advancements that continue to set new benchmarks in digital infrastructure. 

We are trailblazers. Problem solvers. People who thrive in fast-paced environments, communicate clearly, and bring relentless focus to efficiency and execution.   

About the role

The Sr. Manager, Customer Success is the primary contact for top-tier customers, managing the full lifecycle from onboarding and change requests to issue resolution and growth opportunities. Acting as the voice of the customer, they collaborate cross-functionally to prioritize needs and resolve issues. This role also leads the development and scaling of the Customer Success function, establishing processes, mentoring team members, and building a high-performing organization.

What You'll Do

Customer Portfolio Management

• Primary Point of Contact: Lead the full customer lifecycle from onboarding through renewal and expansion for top-tier accounts.
• Strategic Liaison: Translate client goals into technical and financial requirements for internal teams.
• Expectation Management: Consult clients on industry best practices and track milestones to ensure on-time delivery.
• Growth & Outcomes: Define measurable success criteria and partner with Sales to execute expansion strategies.

Cross-Functional Issue Resolution & Escalation

• Internal Advocacy: Facilitate rapid cross-departmental coordination to resolve complex Data Center and Network issues.
• Lead Escalations: Manage critical customer issues by defining ownership and ensuring transparent resolution.
• Compliance & Communication: Verify maintenance and outages against SLAs before notifying clients.
• Post-Incident Analysis: Conduct root-cause reviews and document preventive actions with internal teams and customers.

Quarterly Business Reviews (QBRs)

• Framework Ownership: Design and standardize QBR methodology, templates, and reporting for the team.
• SLA Integration: Incorporate performance data and SLA compliance metrics into strategic review content.
• Executive Presentation: Deliver findings to stakeholders ranging from operational staff to C-suite executives.
• Drive Improvement: Use QBR outcomes to strengthen relationships and refine service delivery.

Team Development & Leadership

• Scaling & Mentorship: Build the Customer Success team through strategic hiring, onboarding, and direct mentorship.
• Culture of Excellence: Foster a high-performance, customer-first culture through coaching and accountability.
• Playbook Creation: Document SOPs and best-practice playbooks to serve as the te