Customer Success Manager

Our client is a global leader in the development and operation of high-performance data centres, with an established presence across Asia and Europe and one of the fastest-growing businesses in the sector. As part of their continued international expansion, they are seeking a highly capable Customer Success Manager to join the team. This is an excellent opportunity to play a pivotal role in delivering world-class customer service and operational excellence in a rapidly scaling organisation.

The Role

The Customer Success Manager will act as the primary point of contact for clients, responsible for ensuring the successful delivery of contracted services across both project implementation and ongoing operations. This role requires an experienced professional who can build trusted client relationships, manage complex projects, and drive continuous improvement in service delivery, ensuring alignment with Service Level Agreements (SLAs).

Key Responsibilities

• Serve as the lead client contact for project delivery and operational service matters.
• Ensure services are delivered efficiently, cost-effectively, and in compliance with SLAs.
• Build strong, strategic client relationships, acting as a trusted advisor with professionalism and integrity.
• Oversee project management, quality assurance, cost control, SLA compliance, and customer satisfaction.
• Coordinate with internal teams (sales, presales, design, construction, T&C, and operations) to deliver seamless customer experiences.
• Lead data centre construction and customisation projects, managing schedules, budgets, risks, escalations, and successful client acceptance.
• Monitor SLA performance and customer satisfaction during operations, driving improvement initiatives with operations, network, and IT teams.
• Ensure compliance with internal processes covering procurement, audits, ITIL standards, and project procedures.
• Collaborate cross-functionally to ensure effective contract execution and high levels of client satisfaction.

Candidate Profile

• Bachelor’s degree in Mechanical, Electrical, or a related discipline.
• 7+ years’ experience in the data centre industry, MEP consultancy, or construction.
• Strong client-facing skills with proven ability to communicate, coordinate, and build relationships effectively.
• Excellent report writing and documentation skills.
• Self-motivated, adaptable, and comfortable managing challenges and change.
• Strong customer-service orientation, with proven ability to handle sensitive client issues.
• Skilled in conflict mediation and able to build trust with diverse stakeholders.

The Opportunity

This is a unique chance to join a market-leading data centre operator during a period of significant growth. The successful candidate will play an integral role in ensuring clients receive exceptional service, while contributing to the company’s continued expansion and reputation for excellence.