What are the responsibilities and job description for the Senior Director, Customer Success position at Lensa?
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Who We Are
It's exciting, to find yourself standing in a pivotal moment in time. It’s even more exciting to be out front leading it. At QTS, our world-class data centers are supporting our customers most strategic growth initiatives, positioning us at the forefront of today’s dynamic digital transformation.
As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world’s most advanced, forward-thinking data centers. QTS is a portfolio company of Blackstone.
QTS is Powered by People . People who play a vital role in our company’s culture, innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable, resourceful and mission driven. Together, we do great things.
The Impact You Will Have
As a Senior Director, Customer Success you are responsible for defining and executing the global Customer Success strategy, driving customer retention, adoption, and satisfaction. You will build a high-performing team, influence company-level decisions, and ensure scalable processes to deliver exceptional customer experiences.
You will strengthens Customer Success as a revenue-protecting and growth-enabling function, improving customer experience, reducing churn risk, and ensuring scalable growth as customer complexity increases.
What You Will Do
This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
This position is Bonus eligible.
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.
The "Know Your Rights" Poster is included here:
Know Your Rights (English) (http://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)
Know Your Rights (Spanish)
The Pay Transparency Policy Is Available Here
Pay Transparency Nondiscrimination Poster-Formatted (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_ English_formattedESQA508c.pdf)
QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.
It’s exhilarating to find yourself at a pivotal moment in history— and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world-class data centers empower our customers’ most strategic growth initiatives, positioning us as a global leader in digital infrastructure.
As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.
At QTS, we are Powered by People . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we’re achieving remarkable things and shaping the future of digital infrastructure.
And we’d like to invite you to join us.
In addition to a variety of benefit packages, QTS goes above and beyond for our employees:
Who We Are
It's exciting, to find yourself standing in a pivotal moment in time. It’s even more exciting to be out front leading it. At QTS, our world-class data centers are supporting our customers most strategic growth initiatives, positioning us at the forefront of today’s dynamic digital transformation.
As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world’s most advanced, forward-thinking data centers. QTS is a portfolio company of Blackstone.
QTS is Powered by People . People who play a vital role in our company’s culture, innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable, resourceful and mission driven. Together, we do great things.
The Impact You Will Have
As a Senior Director, Customer Success you are responsible for defining and executing the global Customer Success strategy, driving customer retention, adoption, and satisfaction. You will build a high-performing team, influence company-level decisions, and ensure scalable processes to deliver exceptional customer experiences.
You will strengthens Customer Success as a revenue-protecting and growth-enabling function, improving customer experience, reducing churn risk, and ensuring scalable growth as customer complexity increases.
What You Will Do
- Define and execute the Customer Success strategy aligned with company goals.
- Set long-term strategic goals, influence company-wide strategies, and work closely with executive leadership to build a best-in-class customer success program.
- Responsible for aligning the CS Teams with the organization's strategic goals.
- Drive initiatives to improve customer retention, adoption, and satisfaction.
- Lead and mentor a team of Customer Success Managers.
- Build strong relationships with key accounts and executive stakeholders.
- Act as an escalation point for critical issues and ensure timely resolution.
- Collaborate with Sales, Product, and Support to ensure seamless customer experience.
- Monitor customer health scores, usage analytics, and satisfaction metrics (e.g., NPS).
- Implement Customer Success platforms and automation tools.
- Standardized processes for scalable customer engagement and continuous improvement.
- Develop playbooks and governance, drive consistency across regions and sites.
- Define criteria for assigning a dedicated CSM based on revenue, complexity, strategic importance, and risk profile.
- Implement KPIs tied to retention, expansion, customer health, and escalations.
- Provide executive-level visibility into customer risk and CS performance.
- Bachelor’s degree in business, Marketing, or related field (Master’s/MBA preferred).
- Deep understanding of the data center industry or related sectors, including market trends, operational models, and customer needs.
- 10 or more years’ professional experience that includes leading cross functional teams, strategic planning, and driving business growth.
- Proven track record of driving retention, expansion, and customer satisfaction in a data center environment.
- Ability to build, scale, and mentor high-performing teams.
- Align CS initiatives with business objectives.
- Strong relationship-building and executive presence.
- Data-Driven Decision Making: Proficiency in data center business metrics
- Cross-Functional Collaboration: Work closely with Sales, Product, and Support.
- Excellent communication and presentation skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to manage complex enterprise accounts and escalations.
- Bachelor’s degree in business, Marketing, or related field (Master’s/MBA preferred).
- Deep understanding of the data center industry or related sectors, including market trends, operational models, and customer needs.
- 10 or more years’ professional experience that includes leading cross functional teams, strategic planning, and driving business growth.
- Proven track record of driving retention, expansion, and customer satisfaction in a data center environment.
- Ability to build, scale, and mentor high-performing teams.
- Align CS initiatives with business objectives.
- Strong relationship-building and executive presence.
- Data-Driven Decision Making: Proficiency in data center business metrics
- Cross-Functional Collaboration: Work closely with Sales, Product, and Support.
- Excellent communication and presentation skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to manage complex enterprise accounts and escalations.
- QRest Sabbatical
- Employee Stock Purchase
- QTS scholarship for dependents
- Eagle Club award trip eligibility
- Paid volunteer days
- Tuition assistance, parental leave and military leave assistance
This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
This position is Bonus eligible.
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.
The "Know Your Rights" Poster is included here:
Know Your Rights (English) (http://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)
Know Your Rights (Spanish)
The Pay Transparency Policy Is Available Here
Pay Transparency Nondiscrimination Poster-Formatted (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_ English_formattedESQA508c.pdf)
QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.
It’s exhilarating to find yourself at a pivotal moment in history— and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world-class data centers empower our customers’ most strategic growth initiatives, positioning us as a global leader in digital infrastructure.
As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.
At QTS, we are Powered by People . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we’re achieving remarkable things and shaping the future of digital infrastructure.
And we’d like to invite you to join us.
In addition to a variety of benefit packages, QTS goes above and beyond for our employees:
- Roth and Traditional 401(k) matching contributions with immediate vesting
- Every employee is bonus or commission eligible
- Generous PTO, Paid Volunteer Days Plus Floating Holidays
- Stock Purchase Plan (SPP)
- 11 paid Holidays Annually/Holiday compensation when worked
- Pet and Legal Insurance
- Q-Rest Sabbatical Program
- Q-Anniversary Service Award Program
- Parental Leave for primary and secondary caregivers
- Military Benefits Package
- QTS Charitable Matching Gift Program
- QTS Scholarship for Employee Dependents
- QTS Crisis Fund
- Wellness Program
- Tuition Reimbursement Program