Customer Success Manager

Customer Success Manager

TeraWulf is building large-scale AI/HPC data centers, and the Customer Success Manager will lead customer onboarding, technical coordination, deployment readiness, and lifecycle support for colocation customers.

This role serves as the primary coordination point between customers, internal teams, external engineers, EPC partners, vendors, OEMs, integrators, commissioning teams, and operations. The position is responsible for converting customer requirements into clear workstreams, tracking execution, managing changes, identifying risks, and ensuring a smooth transition from onboarding through commissioning and operations.

Responsibilities include:

• Lead structured onboarding of new colocation customers, including technical intake, requirements tracking, and early alignment on power, cooling, network, controls, access, logistics, and demarcation points.
• Identify gaps, conflicts, risks, and scope mismatches between customer requirements, standard infrastructure, lease obligations, and project execution plans.
• Act as the primary coordination point for customer-related technical workstreams from onboarding through commissioning, handover, and ongoing lifecycle support.
• Develop and maintain integrated program trackers, including design decisions, RFIs, change logs, tenant fit-out items, scope demarcations, equipment lists, action items, risks, and open issues.
• Coordinate with external engineers, internal engineering teams, EPC partners, vendors, commissioning agents, operations teams, OEMs, and customer technical stakeholders.
• Manage customer-driven changes within contractual and commercial frameworks, including tenant fit-out, upstream design changes, separately priced work, and owner/tenant responsibility splits.
• Quantify and communicate cost, schedule, scope, operational, and risk impacts associated with customer requirements or design changes.
• Support design reviews and ensure customer requirements are properly reflected in drawings, specifications, submittals, RFIs, equipment lists, and commissioning plans.
• Support construction and deployment readiness, including power availability, cooling readiness, network readiness, access planning, logistics, sequencing, and customer-specific site requirements.
• Help resolve technical, commercial, and coordination blockers that could impact customer deployment or project milestones.
• Lead customer-facing technical meetings and provide clear communication on status, risks, decisions, open issues, and next steps.
• Support operational handover, including documentation, commissioning records, turnover packages, support processes, escalation paths, and continuity of project knowledge.
• Support ongoing customer needs, including expansions, redeployments, optimization, post-handover issues, and lifecycle coordination.

Qualifications include:

• Bachelor's degree in Engineering, Construction Management, or related technical discipline.
• 58 years of progressive experience in project management, design coordination, construction management, customer delivery, or technical program management.
• Experience with MEP systems, especially medium- and low-voltage electrical distribution, mechanical cooling, fire protection, fire alarm, telecommunications, controls, or data center infrastructure.
• Direct experience with data centers, mission-critical facilities, industrial projects, or large-scale commercial construction strongly preferred.
• Working knowledge of relevant NEC, NFPA, IBC, OSHA, ASHRAE, and data center design practices.
• Ability to coordinate across customers, engineers, contractors, vendors, OEMs, integrators, operations teams, and commercial stakeholders.
• Strong written and verbal communication skills, with the ability to translate technical issues into clear decisions, risks, and action items.
• Proficiency with Bluebeam, Procore or equivalent, AutoCAD/Revit read-level fluency, Microsoft Office, and Google Workspace.
• PE license a plus but not required.
• Willingness to travel up to 30% and be onsite during key design, construction, commissioning, and deployment milestones.

Key deliverables include:

• Customer onboarding trackers, technical intake summaries, and requirements logs.
• Integrated design decision logs, RFI logs, change logs, risk registers, and action item trackers.
• Scope demarcation matrices, tenant fit-out trackers, responsibility matrices, and customer interface documentation.
• Design milestone review packages with consolidated comments and dispositions.
• Master equipment lists and deployment readiness trackers.
• Cost, schedule, scope, and risk impact summaries for customer-driven changes.
• Site walk reports, quality observations, punch lists, and closure tracking.
• Handover documentation, commissioning record summaries, turnover packages, and lifecycle support records.