Manager Customer Success (m/f/d)

About the Role

This role leads the Customer Success function for the Europe Central subregion, ensuring seamless end-to-end delivery of operational services for strategic Hyperscale customers. You will execute the Global Operating Model, drive customer health, manage customer escalations, and lead a regional Customer Success team to deliver service excellence across functions, processes, and people.

Key Responsibilities

• Lead, coach, and support the Customer Success team.
• Execute Customer Health, Lifecycle, and Onboarding processes.
• Oversee customer engagement, SLA performance, operational service delivery, and customer satisfaction.
• Lead customer escalations, incident communications, service reviews, and executive stakeholder engagement.
• Act as a trusted escalation point for strategic Hyperscale customers and drive timely resolution of complex operational issues.
• Drive KPI performance and continuous service improvements.
• Partner closely with Operations, Engineering, Security, Finance, HR, Sales, and Customer Operations.
• Manage budgets, resource allocation, and workforce planning.
• Represent the subregion in global Customer Success forums.
• Foster a customer-centric culture focused on service excellence, accountability, and operational transparency.

Your Profile

• Bachelor’s degree or equivalent experience.
• 3+ years of experience in customer-facing roles within Data Center, Telecommunications, Cloud, Managed Services, IT Infrastructure or other critical service environments.
• Previous leadership experience with responsibility for people management and team development.
• Strong Service Management background within Data Center environments is highly desirable, ideally supporting hyperscale or other mission-critical customers. A background in IT Infrastructure, Telecommunications, Managed Services, or Cloud environments is equally welcome.
• Proven experience leading dispersed teams and managing demanding stakeholder environments.
• Advanced MS Office skills (Excel, Visio, Project).
• Outstanding communication and escalation management skills.
• Strong customer focus, stakeholder engagement abilities, and problem-solving mindset.
• Fluent English is required.
• German language skills at B1 level or above are highly desirable.

Benefits 

• Open door culture with short communications paths and flat hierarchies
• Personalized onboarding plan (buddy system), education programs
• Personal development options in a fast-growing environment
• Extensive social benefits (Flexible working hours, digital meal vouchers, bike leasing, pension plan, etc.)
• Many extras like free drinks, fresh fruit, or cool team events

A bit about us 

Digital Realty is the leading provider of carrier and cloud neutral data centre services by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx™) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 28 countries on 6 continents. We've 3,500+ colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day. 

What we can offer you 

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, y