What are the responsibilities and job description for the Senior Customer Success Manager position at Dataone?
About the Role:
As the Senior Customer Success Manager, you are the "face of DataOne" in the United States. You serve as the primary strategic and technical point of contact for our major American clients (Hyperscalers, AI Labs, and Enterprise). Your mission is to ensure that our industrial AI infrastructures perfectly meet our clients' operational requirements. You bridge the gap between our clients' high-level business goals and our technical operations, ensuring long-term satisfaction, retention, and account growth.
Responsibilities:
● Strategic Partnership: Act as the trusted advisor for US-based clients, understanding their long-term AI strategy and aligning DataOne’s infrastructure roadmap with their needs.
● Onboarding & Delivery Oversight: Supervise the transition from construction/deployment to operational phase, ensuring that technical specifications meet client expectations.
● Technical Advocacy: Translate complex technical challenges (power density, cooling efficiency, latency) into business-oriented updates for client leadership.
● Operational Excellence: Conduct Quarterly Business Reviews (QBRs) focusing on performance KPIs, sustainability metrics, and SLA adherence.
● Incident Management Lead: Serve as the executive point of escalation during critical infrastructure events, coordinating communication between our technical teams and the client.
● Voice of the Customer: Funnel US market requirements and client feedback back to our Engineering and Product teams to drive continuous improvement.
● Account Growth: Identify opportunities for capacity expansion or additional services within existing accounts.
Requirements:
● Proven Experience: Minimum 7 years in Customer Success, Technical Account Management, or Project Management within the Data Center, Energy, or High Tech Industrial sectors.
● Industry Acumen: Deep understanding of mission-critical infrastructure (Power, Cooling, AI Compute stacks) and the American tech ecosystem.
● Executive Presence: Ability to command respect and build relationships at the C Suite level while remaining "hands-on" with technical teams on-site.
● Problem Solving: A track record of managing complex, high-stakes crises with a calm, data-driven, and result-oriented approach.
● Communication: Exceptional storytelling and presentation skills; ability to make technical complexity simple and compelling.
● Mindset: Proactive, "force de proposition," and comfortable working in a fast paced, international matrix environment.
● Languages: Full professional proficiency in English; French is a plus to facilitate coordination with Group Headquarters.