Customer Success Manager – Hyperscale & Colo EMEA

Overview

In this role you will manage strategic EMEA accounts in hyperscale and colocation, acting as the main liaison to ensure service excellence and long-term growth. You will align cross-functional teams to deliver on account plans, drive customer satisfaction, and uncover service opportunities that scale Vertiv’s service business. The position combines relationship management with data-driven optimization to improve retention and NPS. It offers meaningful impact by shaping service offerings for large enterprise customers.

Responsibilities

• Serve as SPOC for a portfolio of strategic accounts and ensure adherence to Account Implementation Plans
• Develop and maintain Account Plans to drive long-term growth and satisfaction
• Conduct value-driven QBRs with key stakeholders to review performance and identify opportunities
• Build and maintain strong customer relationships through on-site visits and proactive communication
• Advocate for customers by coordinating Sales, Service, Logistics, and Sourcing for smooth delivery
• Collaborate with Sales to identify renewals, upselling and cross-selling opportunities
• Identify market trends and customer pain points to drive innovative service offerings
• Lead initiatives to improve customer retention, satisfaction, and NPS metrics
• Oversee emergency service resolution and monitor MRSI surveys
• Manage PM and FCN completion and resolve billing discrepancies
• Contribute to growth plans and market analysis with leadership
• Support process improvements within the CS department and ad hoc projects

Key requirements

• Bachelor’s degree in business, Engineering, or related field preferred
• 3+ years in client-facing roles in a service or technical environment
• Experience with Hyperscale or Colo accounts is a plus
• Strong analytical and problem-solving abilities
• Excellent communication and relationship-management skills
• Ability to work in a matrix organization
• High proficiency in Microsoft Office Suite

• Empathy and active listening
• Strategic thinking
• Organizational skills and attention to detail
• Data-driven decision making
• Account planning
• MS Office Suite (Word, Excel, PowerPoint, Outlook)

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