Senior Manager, Customer Success EMEA

As a senior member of the Global Customer Success organization, this role leads the strategic, end-to-end delivery of operational service excellence for some of Digital Realty’s most complex and high-value global customers. The Senior Customer Success Manager serves as a trusted advisor and advocate, ensuring seamless execution across internal functions while driving customer health, retention, and long-term partnership. The role champions customer success as a central value within the business.
Owns the overarching post-sales health of assigned global strategic accounts, ensuring strong engagement, satisfaction, stability, and retention.
Leads the customer engagement rhythm, including executive business reviews, operational service reviews, and strategic planning dialogues.
Evaluates and manages risk across operational, financial, and product adoption indicators, escalating and aligning teams as needed.
Service Excellence & Operational Governance
Oversees end-to-end service delivery including SLA compliance, implementation coordination, and ongoing operational performance.
Validates contractual SLA performance and associated service credits, ensuring accuracy and alignment with customer expectations.
Provides guidance to global teams on customer-specific operational requirements and success criteria, supported by detailed Customer Playbooks.
Acts as a liaison and advocate between customer stakeholders and internal teams, ensuring unified execution across Operations, Implementation, Sales, and Finance.
Partners with Implementation teams to ensure seamless onboarding and successful introduction of Digital Realty products and services post-sales.
Drives coordinated management of customer escalations, ensuring transparent communication, root-cause clarity, and timely resolution.
Proactive Risk, Renewal & Churn Management
Identifies early indicators of risk, including renewal concerns, operational instability, or financial issues (e.g., Engages internal leaders to develop mitigation strategies that preserve and strengthen long-term relationships.
Ensures consistent follow-up on all customer feedback mechanisms, including surveys and listening posts.
Service Improvement & Continuous Enhancement
Leads the identification and delivery of service improvement initiatives across accountable teams.
Supports awareness and adoption of new products, organizational changes, systems, processes, and policies across global accounts.
Community Engagement
Actively contributes to the Global Customer Success community, sharing expertise, leading initiatives, and mentoring peers.
Partners with Operations leadership to strengthen cross-functional collaboration and elevate standards of service across regions.
Bachelor’s degree in Business, IT, Engineering, or a related discipline; Minimum 7+ years in customer-facing roles within service-focused industries such as data centers, utilities, IT, or telecommunications.
Proven expertise supporting complex, multi-regional, or global enterprise customers.
Strong familiarity with service management frameworks; ITIL certification preferred.
We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Apply today, take charge of your career and grow your talents with us.
Digital Realty brings companies and data together 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 50+ metros across 25+ countries on six continents.
To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.