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.

• 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.

• 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.