Client Success Manager

THE COMPANY:

STACK INFRASTRUCTURE (STACK) provides digital infrastructure to scale the world’s most innovative companies. We are an award-winning industry leader in building, owning, and operating highly efficient, cost-effective wholesale, colocation, and cloud data centers. Each of our national facilities meets or exceeds the highest industry standards in all operational categories of availability, security, connectivity, and physical resilience.

STACK offers the scale and geographic reach that rapidly growing hyperscale and enterprise companies need. The world runs on data. Data runs on STACK.

THE POSITION:

STACK is looking for a Client Success Manager to own and manage an assigned portfolio of retail colocation client relationships, ensuring customers achieve their desired outcomes through STACK's services. This role requires strong cross-functional coordination, proactive client engagement, consistent execution of established Client Success processes, and a commitment to delivering an excellent experience throughout the client lifecycle.

As a trusted advisor and communicator, the Client Success Manager brings a strong understanding of client goals, operational delivery, and relationship management. They independently execute established Client Success processes, manage multiple priorities and stakeholders, anticipate client needs, and coordinate internal teams to support retention and long-term partnership. They recognize when a client situation requires additional support or escalation and engage leadership as appropriate. Responsibilities will include, but are not limited to:

- Own and manage an assigned portfolio of retail colocation client relationships
- Lead new client onboarding, including internal and external kickoff calls, to ensure a smooth transition from sales to delivery
- Build and maintain strong client relationships, developing champions and executive alignment
- Understand client goals through success planning, reporting needs, and success criteria; track and communicate progress using data and insights
- Prepare, facilitate, and present quarterly and annual business reviews focused on outcomes, value delivered, and forward-looking planning
- Serve as the primary point of contact for client escalations, coordinating timely resolution through established escalation paths and engaging leadership for complex, nonstandard, or executive-sensitive matters
- Proactively manage the renewal cycle for assigned accounts
- Partner with Sales on account strategy, renewal readiness, and expansion opportunity identification
- Monitor client health indicators and address adoption, satisfaction, or delivery concerns
- Collaborate cross-functionally with Sales, Operations, Solutions Engineering, Finance, and IT to support client needs
- Coordinate service order execution and revenue-related workflows through established processes, ensuring alignment and clear communication
- Review client contracts and lease documentation, flagging deviations and partnering with internal stakeholders as needed
- Identify trends and recommend opportunities to improve the client experience and internal efficiency
- Participate in peer knowledge sharing and contribute to Client Success team resources and best-practice documentation
- Adhere to established budgets for Client Appreciation events and Travel & Expense

THE DETAILS:

- Location: Hillsboro, OR
- Travel: 10%
- Benefits: Healthcare, Dental Care, Vision Insurance, Life Insurance, Paid Time Off, and Paid Leave Programs
- Must be eligible to work in the United States
- Must pass comprehensive background and drug screening

MUST-HAVE QUALIFICATIONS:

- Bachelor's degree or equivalent work experience
- 5 or more years of experience in a client-facing, customer success, or account management role
- Strong verbal and written communication skills
- Proven ability to manage multiple priorities and stakeholders
- Demonstrated ability to independently execute established processes and exercise sound judgment regarding when to escalate a client situation
- Proficiency with standard business tools, including Microsoft Excel, Word, PowerPoint, and CRM/ERP systems

THIS MIGHT BE RIGHT FOR YOU IF:

- You are a strong communicator, you are persuasive and clear, blending analytics with experience in decision-making.
- You do not get flustered easily. You can juggle multiple priorities while balancing urgent requests with shifting timelines and deliverables.
- You are a team builder. You take the time to understand and develop the strengths of your resources while formulating long-term plans for the growth and success of the team.
- You are naturally curious and driven toward continual improvement. While you celebrate your successes, you take time to review and analyze campaigns for future learning.

WHY STACK?

- We offer a competitive compensation package with strong benefits, including medical, dental, and vision insurance, a 401K program, flexible spending accounts – even a cell phone subsidy.
- We foster a culture of appreciation, including peer-to-peer recognition and rewards programs.
- Fun is part of our DNA, with events, game nights, happy hours, and barbecues.
- We’re growing – this is a great time to join and make an impact!

STACK is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law

Note to external agencies : We are not accepting any blind submissions or resumes/cvs from recruitment agencies. Any candidates sent to STACK Infrastructure, Inc. will not be accepted or considered as a submission without a signed agreement in place. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of STACK Infrastructure, Inc.