Customer Success Manager

Overview

As a Customer Success Manager, you will oversee strategic accounts in the Hyperscale and Colocation sector across EMEA, ensuring service excellence and long-term partnerships. You will coordinate across Sales, Service, Logistics, and Sourcing to deliver on Account Plans and drive growth. Your work will balance advocacy with operational delivery, shaping service offerings and enhancing customer satisfaction. This role offers high-impact exposure to growth initiatives and cross-functional collaboration within Vertiv’s service business.

Responsibilities

• SPOC for a portfolio of strategic accounts ensuring deliverables per 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
• Foster strong relationships via on-site visits, proactive communication, and follow-ups
• Liaise with Sales, Service, Logistics, and Sourcing to ensure smooth service delivery
• Collaborate with Sales to identify renewals, upsell, and cross-sell opportunities
• Identify new service opportunities and tailor solutions to customer needs
• Lead initiatives to improve retention, satisfaction, and NPS
• Oversee emergency service response and monitor PM/FCN completion
• Manage KPIs and resolve billing discrepancies
• Support leadership on growth plans and market analysis
• Contribute to process improvement within Customer Success
• Support ad hoc projects as needed by Customer Success Director

Key requirements

• Bachelor’s degree in business, Engineering, or related field
• 3+ years in client-facing roles, preferably in service or technical environments
• Experience with Hyperscale or Colo accounts is a plus
• Strong analytical and data-driven decision-making abilities
• Excellent problem-solving and conflict resolution skills
• Strong organizational skills and multi-priority management
• Ability to work in a matrix organization
• High proficiency in MS Office Suite

• Analytical mindset
• Empathy and active listening
• Strategic thinking
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Data-driven decision making
• Understanding of critical space environments and service products

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