Customer Service and Success Manager

Customer Success Manager – Hyperscale & Colo EMEA
Reports To: Customer Success Director EMEA
Department: Service
The Customer Success Manager (CSM) will be responsible for managing strategic accounts within the Hyperscale and Colo sector across EMEA. As the primary point of contact, the CSM will advocate for customers, drive service excellence, and foster long-term relationships. This role is essential to our mission of delivering exceptional service and supporting the strategic growth of Vertiv’s service business across the region.
Account Management & Customer Advocacy
Serve as the Single Point of Contact (SPOC) for a select portfolio of strategic customer accounts, ensuring all deliverables are met as per the Account Implementation Plans.
Develop and maintain comprehensive Account Plans to achieve long‑term growth and customer satisfaction.
Conduct value‑driven Quarterly Business Reviews (QBRs) with key customer stakeholders to review service performance and identify growth opportunities.
Build strong customer relationships through regular on‑site visits, proactive communication, and consistent follow‑up.
Act as a customer advocate by liaising between internal departments (Sales, Service, Logistics, and Sourcing) to ensure smooth service delivery.
Collaborate with Sales to identify, support, and capture renewals, upselling, and cross‑selling opportunities, driving revenue growth.
Leverage insights from account activities to identify new service opportunities and tailor solutions that align with customer needs.
Support the strategic expansion of the service business by identifying market trends, competitors, and customer pain points to drive innovative service offerings.
Lead initiatives to improve customer retention, satisfaction, and Net Promoter Score (NPS) metrics.
Oversee the resolution of all emergency service calls for assigned accounts, ensuring timely and effective responses.
Track and follow up on Maintenance Response Satisfaction Index (MRSI) surveys to monitor customer satisfaction.
Manage key account KPIs to align with both customer and departmental performance goals.
Handle complex billing processes and resolve billing discrepancies to ensure smooth financial transactions.
Work closely with the leadership team to develop and execute growth plans that align with the organization’s strategic objectives.
Engage in market analysis to identify emerging trends, potential partnerships, and new business opportunities.
Support the introduction of new service offerings and strategic initiatives aimed at driving service business growth.
Contribute to process improvement initiatives within the Customer Success department to enhance efficiency and customer satisfaction.
Support ad‑hoc projects and tasks as required by the Customer Success Director.

Bachelor’s degree in business, Engineering, or a related field preferred.
~3+ years of experience in client‑facing roles, ideally in a service or technical environment.
~ Strong analytical skills with the ability to use data to drive decisions and strategic initiatives.
Ability to work effectively in a matrix management environment.
High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Communication & Relationship Management
Strong customer relationship‑building skills, with a focus on empathy and active listening.
Ability to think strategically and utilize account plans to set and achieve specific account objectives.
Understanding of critical space environments, service products, and customer‑specific challenges.
Travel
Travel within the EMEA region is required to support customer relationships and account growth.
Ability to handle after‑hours calls, including nights, weekends, and holidays as needed.
~ Department Head Human Resources