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.
