Sr Customer Success Manager (Global Accounts) - AMER

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.

Service Improvement & Continuous Enhancement

• 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-so