Customer Success Manager - Data Centers

About Prime Data Centers

Prime Data Centers develops, acquires, and operates data centers for some of the world's largest enterprises. A private firm owned by a group controlling $6 billion in assets, with a 15-year tenure in technology and real estate development, Prime provides customers with ownership options and dynamic leasing models, defining a true corporate partnership.

About the role

We are seeking a customer-focused and strategic Customer Success Manager (CSM) to serve as a trusted advisor to our clients and ensure they achieve maximum value from our solutions. The ideal candidate will be responsible for driving customer satisfaction, retention, adoption, and growth while fostering long-term partnerships with key stakeholders.

As a critical member of the customer-facing team, the Customer Success Manager will guide customers through the entire lifecycle—from onboarding and implementation to renewal and expansion—while collaborating closely with Sales, Operations, Product, and Support teams to deliver an exceptional customer experience.

What you'll do

Qualifications

• Customer Onboarding & Adoption
• Develop and execute customized onboarding plans to accelerate customer time-to-value and ensure successful implementation.
• Drive product and service adoption through proactive engagement, training, and best-practice guidance.
• Establish success plans aligned with customer business objectives and operational requirements.

Customer Relationship Management

• Serve as the primary point of contact for assigned accounts, building trusted relationships with executive sponsors, operational stakeholders, and decision-makers.
• Develop a deep understanding of customer business goals, challenges, and growth initiatives.
• Conduct regular business reviews to assess performance, identify opportunities, and reinforce value.

Customer Retention & Success

• Monitor customer health indicators, engagement levels, and account activity to proactively identify risks and opportunities.
• Develop and execute retention strategies to reduce churn and improve customer satisfaction.
• Act as a strategic advisor, helping customers maximize the value of their investment and achieve desired business outcomes.

Renewals & Revenue Growth

• Lead customer renewal activities and collaborate with Sales leadership to ensure successful contract renewals.
• Identify expansion opportunities, including upsell and cross-sell initiatives, to increase customer lifetime value and net revenue retention (NRR).
• Support account growth strategies through proactive relationship management and business alignment.

Customer Advocacy & Voice of the Customer

• Gather and communicate customer feedback to internal stakeholders, including Product, Operations, and Executive Leadership teams.
• Advocate for customer needs and contribute to continuous service improvement initiatives.
• Cultivate customer champions and support the development of case studies, testimonials, and reference accounts.

Cross-Functional Collaboration

• Partner closely with Sales, Product, Operations, Engineering, and Support teams to ensure a seamless customer experience.
• Facilitate issue resolution and coordinate resources to address customer needs effectively.
• Contribute to the development of scalable customer success processes, playbooks, and best practices.

Qualifications

Desired Skills and Competencies

• Bachelor's degree in Business, Communications, Technology, or a related field preferred.
• 3–7 years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
• Experience supporting enterprise customers within data center, colocation, cloud, infrastructure, telecommunications, or technology environments is strongly preferred.
• Demonstrated success managing strategic customer relationships and driving retention, renewals, and account growth.
• Strong business acumen with the ability to understand customer objectives and align solutions to their needs.
• Excellent communication, presentation, and stakeholder management