Customer Success Manager

Digital Realty is looking for its next Customer Success Manager , based in Madrid or Barcelona . In this highly visible customer-facing role, you will own and develop a portfolio of strategic customer accounts, acting as a trusted advisor to key stakeholders. Your mission will be to drive customer satisfaction, retention, and growth by ensuring customers realise the full value of Digital Realty's solutions while identifying opportunities to expand and strengthen long-term partnerships. What will you do - Build and nurture strong relationships with decision-makers and key customer stakeholders, gaining a deep understanding of their business objectives, growth strategies, and evolving needs. - Lead regular business reviews, governance meetings, and executive discussions, demonstrating the value Digital Realty delivers and positioning the company as a strategic partner. - Drive customer adoption of Digital Realty's solutions and services, helping customers maximise their investment while uncovering opportunities for growth and expansion. - Act as the voice of the customer internally, coordinating with Sales, Solutions Engineering, Operations, and Service Delivery teams to ensure an exceptional customer experience. - Monitor account health, customer satisfaction, and retention risks, proactively implementing strategies to strengthen engagement and loyalty. - Leverage customer insights, service metrics, and business data to identify trends, provide recommendations, and support customers in achieving their goals. - Collaborate closely with Sales teams to identify upselling, cross-selling, and account growth opportunities within your customer portfolio. - Maintain a strong understanding of contracts, commercial commitments, and customer requirements to support both successful service delivery and long-term account development. - Share market insights, customer feedback, and best practices to continuously improve Digital Realty's customer experience and value proposition. Your Profile: - 3 to 5 years of experience in Customer Success, Account Management, Customer Experience, Service Management, or another customer-facing commercial role. - Proven experience managing and growing customer relationships within technology, telecommunications, cloud, managed services, colocation, or data centre environments. - Strong commercial acumen with the ability to identify opportunities to drive customer value, retention, and business growth. - Excellent communication and stakeholder management skills, with experience engaging executives and senior decision-makers. - Ability to understand customer business challenges and translate them into actionable solutions and strategic plans. - Experience managing customer reviews, contracts, service governance processes, and performance commitments. - Analytical mindset, capable of transforming data and insights into meaningful business recommendations. - Collaborative approach with the ability to influence cross-functional teams and drive customer-focused outcomes. - Fluent English (C1). French, Spanish, or Italian would be considered a strong advantage. Why Join Digital Realty? At Digital Realty, you'll work with some of the world's largest and most innovative organisations, helping them succeed in an increasingly connected digital world. You'll be part of a global industry leader where customer success directly contributes to business growth, innovation, and long-term partnerships. - Develop trusted advisor relationships with key customer stakeholders, understanding their business priorities, growth plans, and strategic objectives. - Lead customer engagement activities, including service reviews, governance meetings, and executive business discussions, ensuring customers realize measurable value from their partnership with Digital Realty. - Drive customer adoption of Digital Realty solutions and services, identifying opportunities to enhance customer outcomes and increase platform utilization. - Act as the primary point of coordination between customers and internal teams, ensuring timely resolution of issues and effective communication across all stakeholders. - Monitor customer health, service performance, and account risks, proactively developing action plans to improve customer satisfaction, retention, and overall experience. - Deliver customer-facing reports and insights, translating operational data and service metrics into meaningful business outcomes and recommendations. - Partner closely with Sales, Solutions Engineering, Operations, Implementation, and other cross-functional teams to support customer objectives and identify opportunities for account expansion. - Maintain a strong understanding of customer contracts, service commitments, and business requirements to ensure successful account management and delivery. - Contribute to continuous improvement initiatives by sharing best practices, customer feedback, and market insights that enhance Digital Realty's customer experience. - 3-5 years of experience in Customer Success, Account Management, Service Management, Customer Operations, or a similar customer-facing role. - Experience managing customer relationships within technology, telecommunications, cloud, managed services, colocation, or data center environments. - Strong communication and stakeholder management skills, including experience engaging with operational and management-level customer contacts. - Ability to understand customer business requirements and translate them into actionable plans. - Experience managing contracts, SLAs, service reviews, and customer governance processes. - Strong analytical and problem-solving skills, with the ability to interpret service performance data and identify trends. - Proven ability to work effectively across multiple internal teams and functions. - Fluent in English (C1). French or Italian are an advantage.