Customer Success Senior Manager

Our client, a global leader in the development and operation of high-performance data centres, is seeking an experienced Customer Success Senior Manager to oversee customer engagement, project delivery, and service operations in Asia. This is a senior appointment within a fast-growing international organisation, offering the opportunity to play a pivotal role in delivering exceptional client experiences across large-scale infrastructure projects.

The Role

The Customer Success Senior Manager will serve as the primary point of contact for key customers, managing both project delivery and ongoing service operations. This individual will be accountable for ensuring services are delivered efficiently, cost-effectively, and in full alignment with contractual Service Level Agreements (SLAs). The role requires close collaboration with internal teams, covering the full project lifecycle from construction through to operational excellence, with a strong focus on customer satisfaction and long-term relationship building.

Key Responsibilities

• Act as the primary interface with customers for all project delivery and service operations matters.
• Ensure timely, efficient, and cost-effective delivery of services in compliance with SLAs.
• Build and maintain strong client relationships, acting as a trusted advisor.
• Oversee project management, quality assurance, cost control, SLA compliance, and overall customer satisfaction.
• Coordinate internal resources across sales, design, construction, operations, and IT service teams to ensure seamless delivery.
• Lead end-to-end management of data centre construction and customisation projects, including schedules, budgets, risks, escalations, and customer acceptance.
• Monitor SLA performance during operations and drive continuous improvement initiatives.
• Ensure compliance with internal processes including procurement, audits, ITIL standards, and project-related procedures.
• Collaborate with internal stakeholders to ensure successful contract execution and customer success.

Candidate Profile

• Bachelor’s degree in Mechanical, Electrical, or a related engineering discipline.
• Over 10 years’ experience in the data centre, MEP consultancy, or construction sectors.
• Strong customer-facing background with excellent communication and coordination skills.
• Proven ability to draft professional reports and manage executive-level client relationships.
• Self-driven, adaptable, and able to thrive in dynamic environments.
• Skilled in conflict mediation and trusted in managing complex customer situations.
• Demonstrated commitment to client service and long-term relationship management.

The Opportunity

This is a rare opportunity to join a high-growth global organisation at the forefront of digital infrastructure. The successful candidate will take a leading role in ensuring customer success, overseeing mission-critical projects, and driving service excellence across one of the industry’s fastest-growing markets.