Senior Customer Success Manager (m/f/d)

About the Role

Step 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.

You 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.

This 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.

Key Responsibilities

• Own the full customer lifecycle for strategic accounts, delivering exceptional service aligned with contractual SLAs and demanding customer expectations.
• Serve as the trusted main point of contact towards dedicated customers for handling escalations, incidents, and operational challenges.
• Collaborate across multiple internal teams to streamline service delivery, proactively identifying and mitigating risks.
• Lead regular strategic reviews and engagement meetings to ensure ongoing customer alignment and satisfaction.
• Drive continuous improvement initiatives that enhance audit quality, process efficiency, and operational transparency.
• Manage complex, multinational customer relationships with confidence, navigating diverse stakeholder needs and expectations.
• Maintain comprehensive and compliant documentation and reporting, ensuring confidentiality and professionalism.
• Support on-site audits and engagements, embedding yourself in the customer's operational reality to deepen connection and trust.

Your Profile

• A bachelor's degree in Business, IT, Engineering, or equivalent experience with demonstrated success in audit, compliance, or customer success roles.
• Minimum five years' experience managing demanding, complex customer accounts in data center, IT, telecommunications, or related industries.
• Strong technical understanding of data center infrastructure and IT environments, combined with a hands-on approach during critical situations.
• Exceptional communication and interpersonal skills with proven ability to influence and negotiate within matrixed organizations.
• Ability to work collaboratively across diverse teams and geographies to deliver seamless customer experiences.
• Resilience and courage to engage in difficult conversations and manage escalations with professionalism.
• Fluent English skills and basic German skills

What We Offer:

• Open door culture with short communications paths and flat hierarchies
• Personalized onboarding plan (buddy system), education programs
• Personal development options in a fast-growing environment
• Extensive social benefits (Flexible working hours, digital meal vouchers, bike leasing, pension plan,
• Many extras like free drinks, fresh fruit, or cool team events