Customer Success Manager – Data Centre Services

About the role

We are looking for a Customer Success Manager to serve as the primary interface between our data centre operations and our customers. The role ensures exceptional service delivery, manages relationships, and proactively addresses service‑related concerns in a fast‑growing, sustainability‑focused data centre environment.

Key responsibilities

• Act as the main point of contact for all data centre service inquiries, escalations and regular service reviews.
• Coordinate with operations, engineering and facility teams to resolve customer issues, communicate maintenance schedules and provide incident updates.
• Monitor and ensure compliance with Service Level Agreements, supporting customers during incident resolution and follow‑up.
• Conduct onboarding sessions, explain security procedures and service expectations.
• Prepare and deliver reports on customer satisfaction, service performance and improvement opportunities.
• Assist customers with audits, compliance requirements and risk mitigation related to data centre services.

Required profile

• Bachelor’s degree in Engineering, IT, Business or a related field.
• 5+ years of experience in a customer‑facing role within data centre, colocation or IT service provider environments.
• Strong communication and relationship‑management abilities, with capacity to handle escalations under pressure.

Required skills

• In‑depth knowledge of data centre infrastructure and power & cooling systems.
• Familiarity with IT service management frameworks such as ITIL, ISO 27001 and Uptime Institute standards.
• Experience managing Service Level Agreements and SLA reporting.