Job Description

As a senior member of the Global Customer Success organization, this role leads the strategic, end-to-end customer success engagement for Digital Realty's most critical global customers across APAC. The Senior Customer Success Manager serves as a trusted advisory to customers, a peer partner to APAC Operations leadership, and a leader within the global CS community - ensuring predictable execution, technical credibility, and long-term partnership.

Responsibilities

Own customer health for assigned global strategic accounts (engagement, satisfaction, stability, retention) across APAC.
Lead executive business reviews, operational service reviews, and strategic planning discussions.
Partner closely with APAC Facilities/Operations leadership to ensure safe, reliable delivery and act as an escalation leader/air cover for frontline teams.
Oversee end-to-end service delivery including onboarding coordination, SLA performance validation, and service credit alignment.
Proactively identify renewal signals and growth opportunities, while assessing and managing risks (operational, financial, adoption, renewal/churn) and drive mitigation plans.
Coordinate customer escalations with clear communication, root-cause transparency, and timely resolution.
Drive service improvement initiatives and coordinate customer audits end-to-end.
Contribute to the Global Customer Success community through mentoring and cross-regional collaboration.

Qualifications

Bachelor's degree in Electrical or Mechanical Engineering, or a related discipline in the data center industry; equivalent experience considered.
Demonstrated executive presence and operational credibility in APAC environments.
Minimum 7+ years in customer-facing roles within service-focused industries such as data centers, utilities, IT, or telecommunications, supporting mission-critical or infrastructure services.
Proven ability to influence without authority across matrix organizations.
Experience managing complex global or multi-regional enterprise customers.
Strong familiarity with service management frameworks; ITIL certification preferred.
Demonstrated ability to influence without authority across diverse stakeholder groups.

Sr. Customer Success Manager, Global Accounts (APAC)