Sr Customer Success Manager (Global Accounts) - AMER

Sr Customer Success Manager (Global Accounts) - AMER Austin, TX, United States and 2 more (Hybrid) Job Info Job Identification 7304 Job Category Customer Success Job Schedule Full time Job Description 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-solving capabilities with the ability to distill complex issues into actionable insights. Highly collaborative, able to connect and align global teams toward shared customer outcomes. Self-directed, resilient, and committed to delivering high-quality service in a fast-paced environment. Strong organizational skills with an ability to manage multiple high-stakes priorities simultaneously. Maintains discretion, integrity, and professionalism in all customer and internal interactions A bit about us Digital Realty brings companies and data together 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 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter. A bit about our team Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should. 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, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. Apply today, take charge of your career and grow your talents with us. Health and Safety Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress. Our Compensation Philosophy Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values. NOTES: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy. Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies. Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.