Position Title: Customer Success Manager (Global Accounts)
Your role
As an early-career member of the Global Customer Success organization, this role supports the delivery of operational service excellence for assigned customers while developing the skills required to manage more complex accounts over time.
The Associate Customer Success Manager partners closely with senior team members to ensure a consistent, high-quality customer experience, while beginning to build direct relationships with customers and internal stakeholders.
This role is foundational to developing future strategic relationship managers who contribute to customer satisfaction, retention, and long-term partnership.
What you'll do
Customer Engagement & Account Support
- Supports the overall health of assigned customer accounts, contributing to engagement, satisfaction, and retention.
- Participates in customer meetings such as operational reviews and service discussions, with guidance from senior team members.
- Begins to build relationships with customer stakeholders through regular communication and follow-up.
- Tracks and documents customer activity, ensuring accurate and timely updates within internal systems.
- Assists in monitoring service delivery performance, including SLA adherence and operational metrics.
- Partners with internal teams to support implementation activities and ongoing service coordination.
- Helps ensure customer requirements and expectations are clearly communicated and understood across teams.
- Supports the preparation and maintenance of customer documentation, including playbooks and service records.
- Collaborates with Operations, Implementation, Sales, and Finance teams to support customer needs.
- Assists in coordinating internal responses to customer requests and issues.
- Supports escalation management by ensuring timely communication and follow-up under the direction of senior team members.
- Develops an understanding of key customer health indicators, including operational performance and engagement trends.
- Identifies and escalates potential risks or issues to senior team members.
- Supports follow-up actions related to customer feedback, surveys, and service reviews..
- Actively participates in training programs to build knowledge of Digital Realty's products, services, and customer success practices.
- Develops an understanding of customer environments, business drivers, and industry trends.
- Builds foundational skills in customer communication, problem-solving, and service management.
- Contributes to a collaborative team environment by sharing knowledge and supporting peers.
- Participates in team initiatives and continuous improvement efforts.
- Engages with the broader Customer Success community to build skills and awareness.
What you'll need
- Bachelor's degree in Business, IT, Engineering, or a related discipline (or equivalent experience).
- 0-3 years of experience in customer-facing, operations, or service-oriented roles.
- Interest in customer success, account management, or relationship management within data centers, technology, or related industries.
- Basic understanding of service delivery concepts; familiarity with ITIL or similar frameworks is a plus.
- Strong willingness to learn and develop in a fast-paced, customer-focused environment.
A bit about 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.
A bit about our team
Our Operations team keeps our customers' infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. 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.
Health and Safety
Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
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