Customer Success Manager

Customer Success Manager (CSM) for Strategic and Hyperscale Accounts

It's exhilarating to find yourself at a pivotal moment in history—and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today's dynamic digital transformation. Our world-class data centers empower our customers' most strategic growth initiatives, positioning us as a global leader in digital infrastructure.

As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.

QTS is Powered by People. Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we're achieving remarkable things and shaping the future of digital infrastructure.

And we'd like to invite you to join us.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, Paid Volunteer Days Plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid Holidays Annually/Holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave for primary and secondary caregivers
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Wellness Program
• Tuition Reimbursement Program

The Customer Success Manager (CSM) for Strategic and Hyperscale Accounts serves as the primary point of contact and trusted advisor, responsible for delivering a seamless, high-quality customer experience across the full lifecycle. This role drives structured customer engagement, proactively manages performance and risk, and leads cross-functional alignment to ensure consistent execution against customer expectations. The CSM also translates customer insights into actionable improvements, strengthening service delivery and long-term partnership success.

What You Will Do:

• Build and strengthen trusted customer relationships through a structured governance model, leading Monthly, Quarterly, and Executive Business Reviews (MBRs, QBRs, EBRs) to evaluate performance, identify growth opportunities, and assess overall satisfaction
• Serve as the primary point of contact for day-to-day customer needs and requests, ensuring timely and effective resolution of inquiries
• Proactively monitor customer health, including utilization, operational performance, and potential risks, to drive informed engagement and outcomes
• Align with customers on priorities and expectations to ensure consistent delivery against business objectives and tracking what success looks like throughout each phase of the customer journey
• Understand and translate customer business requirements and goals into actionable plans by aligning the appropriate internal teams to support delivery
• Serve as the voice of the customer by translating feedback and insights into actionable recommendations that enhance the customer experience across the organization
• Lead customer onboarding efforts, including training on the customer portal, key operational processes, escalation paths, and ongoing communication cadence
• Assess issues and manage escalations with urgency, coordinating cross-functional teams to drive timely and effective resolution
• Drive cross-functional alignment across internal teams to deliver a seamless, consistent customer experience
• Lead and support efforts to improve efficiency and processes

What You Will Need to be Successful:

• 7+ years of experience in Customer Success, Account Management, Program Management, or related customer-facing roles supporting complex strategic accounts
• Experience within data center, colocation, cloud infrastructure, or other critical facilities environments
• Proven ability to lead structured governance cadences, including Monthly, Quarterly, and Executive Business Reviews (MBRs, QBRs, EBRs), with both operational and executive stakeholders
• Proven ability to manage customer relationships end-to-end, including onboarding, operational support, and ongoing governance
• Strong ability to translate customer business requirements into actionable plans and align cross-functional teams to deliver outcomes
• Demonstrated experience managing multiple priorities, customer engagements, and internal coordination simultaneously while maintaining a high level of service
• Experience driving issue resolution and coordinating cross-functional teams across operations, engineering, product, and sales organizations
• Excellent communication, presentation, and relationship management skills, with the ability to engage both technical and executive stakeholders
• Strong problem-solving and critical thinking skills, with a proactive and customer-focused mindset

The Perks (and these are just a few!):

• QRest Sabbatical
• Employee Stock Purchase
• QTS scholarship for dependents
• Eagle Club award trip eligibility
• Paid volunteer days
• Tuition assistance, parental leave and military leave assistance

This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.

This position is Bonus eligible.