Senior Customer Success Manager (m/f/d)

ph3About the Role /h3 pStep into a pivotal role where you'll shape the experience of some of the world's most demanding digital customers, including hyperscale technology customers, as part of Digital Realty's Customer Success team. /p h3Job Description /h3 h3About the Role /h3 pStep into a pivotal role where you'll shape the experience of some of the world's most demanding digital customers, including hyperscale technology customers, as part of Digital Realty's Customer Success team. /p pYou will serve as the key operational connector between customers and internal experts, ensuring flawless service delivery and proactive issue management from onboarding to offboarding. Working in a dynamic, cross-functional environment, you'll drive operational excellence and innovation while fostering long-term customer trust and retention. /p pThis role gives you the opportunity to actively shape customer success and make a direct contribution to ensuring the secure and trusted use of large-scale digital data ecosystems. /p h3Key Responsibilities /h3 ul liOwn the full customer lifecycle for strategic accounts, delivering exceptional service aligned with contractual SLAs and demanding customer expectations. /li liServe as the trusted main point of contact towards dedicated customers for handling escalations, incidents, and operational challenges. /li liCollaborate across multiple internal teams to streamline service delivery, proactively identifying and mitigating risks. /li liLead regular strategic reviews and engagement meetings to ensure ongoing customer alignment and satisfaction. /li liDrive continuous improvement initiatives that enhance audit quality, process efficiency, and operational transparency. /li liManage complex, multinational customer relationships with confidence, navigating diverse stakeholder needs and expectations. /li liMaintain comprehensive and compliant documentation and reporting, ensuring confidentiality and professionalism. /li liSupport on-site audits and engagements, embedding yourself in the customer's operational reality to deepen connection and trust. /li /ul h3Your Profile /h3 ul liA bachelor's degree in Business, IT, Engineering, or equivalent experience with demonstrated success in audit, compliance, or customer success roles. /li liMinimum five years' experience managing demanding, complex customer accounts in data center, IT, telecommunications, or related industries. /li liStrong technical understanding of data center infrastructure and IT environments, combined with a hands‑on approach during critical situations. /li liExceptional communication and interpersonal skills with proven ability to influence and negotiate within matrixed organizations. /li liAbility to work collaboratively across diverse teams and geographies to deliver seamless customer experiences. /li liResilience and courage to engage in difficult conversations and manage escalations with professionalism. /li liFluent English skills and basic German skills /li /ul h3What We Offer /h3 ul liOpen-door culture with short communication paths and flat hierarchies /li liStructured onboarding program with buddy support and access to training and development opportunities /li liPersonal growth opportunities in a fast-growing international environment /li liAttractive social benefits including flexible working arrangements, above-standard pension contributions, mobile phone allowance, commuting support and comprehensive insurance coverage /li liAdditional benefits such employee discount programs, free drinks, fresh fruit and regular team events /li /ul h3A Bit About Us /h3 pDigital Realty is the leading provider of carrier and cloud neutral data centre services 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 b50+ /b metros across b28 /b countries on b6 /b continents. We've b3,500+ /b colleagues around the world who work together, come up with life‑changing solutions and create connections that matter every day. /p h3What We Can Offer You /h3 pOur 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. /p /p #J-18808-Ljbffr