Customer Success Manager

The Customer Success Manager is the senior operational and relationship lead for one or more of CyrusOne's hyperscale customers across our European portfolio. The role owns the end-to-end, post-delivery service experience for those customers, bringing together Operations, Service Delivery, Compliance, Security, Implementation, Sales and Finance so that service is delivered in line with contractual commitments and the customer's expectations.
Working in a matrix organisation, the post holder leads through influence rather than line authority. They govern service performance, manage escalations, monitor overall customer health and drive continuous improvement, so that CyrusOne remains a trusted partner able to support the customer's continued growth at scale.

Key responsibilities

Customer relationship and experience

·        Act as the customer's primary post-delivery contact, building trusted relationships with executive and operational stakeholders at a European and site level.

·        Maintain proactive, transparent communication with customer leadership, including keeping customers informed of organisational changes, product bulletins and changes to systems, processes and policies.

·        Translate customer feedback into practical operational, technical or process improvements, and close the loop on every customer survey and listening post, including follow-up with detractors.

·        Represent the customer's operational perspective in internal forums, influencing product, technology and process roadmaps.

Service governance and performance

·        Own account-level service metrics, including SLA attainment, availability, and incident response and resolution times, and maintain a consistent rhythm-of-business cadence.

·        Lead customer governance forums, including monthly service reviews and Quarterly Business Reviews (QBRs), presenting performance trends, improvement activity and forward-looking initiatives.

·        Track contractual SLA attainment and lead the review and validation of any SLA credits or penalties against contractual obligations.

·        Produce and maintain operational health scorecards and performance analytics using tools such as ServiceNow, Salesforce and Power BI.

Escalations and incident communication

·        Lead the management of service-related escalations and complaints, ensuring they are recorded, owned, escalated where appropriate and resolved.

·        Drive root-cause accountability and make sure corrective actions are implemented and tracked through to closure.

·        Coordinate customer communication during and after major (red) incidents, so that customer and internal stakeholders are kept accurately and promptly informed.

Customer health, retention and growth

·        Be accountable for overall post-sales customer health, covering engagement (meeting cadence and attendance), service performance, financial health (including aged debt) and capacity utilisation.

·        Identify at-risk renewals, churn risk and expansion opportunities early, and make sure the relevant Sales, Finance and Operations teams are aware and acting.

Lifecycle, onboarding and compliance

·        Work with Construction, Implementation and Operations teams to support the transition of new deployments from construction delivery into steady-state operations, validating readiness, documentation and service standards.

·        Coordinate customer audits after ready-for-service (RFS) through to successful conclusion, and partner with Compliance and Governance to maintain audit readiness, SLA traceability and control validation.

·        Create and maintain customer playbooks so that internal teams understand each hyperscale customer's specific operational requirements.

Continuous improvement and service maturity

·        Develop and maintain a European account capability roadmap covering service maturity, monitoring coverage, reporting standardisation and incident prevention.

·        Use data and KPI insight to identify trends, risks and opportunities to improve reliability and responsiveness, and drive improvements through the accountable functional teams and process owners.

·        Contribute to the global Customer Success community, sharing good practice and helping to standardise account management across regions.

Health, safety and environment

·        Follow CyrusOne's environmental, health and safety policies, including site access and safety requirements when visiting data centre facilities, and promote a strong safety culture with customers and colleagues.

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.