Senior Manager, Customer Success

Join DayOne – Shaping the Future of Data Infrastructure
DayOne is a global leader in the development and operation of high-performance data centers. As one of the fastest-growing companies in the industry, we’ve built a robust presence across Asia and Europe — and we’re just getting started.
As we expand into new international markets, we’re looking for talented, driven individuals to join us on this exciting journey. This is more than a job — it’s an opportunity to be a key contributor to our dynamic team and help shape the future of global data infrastructure.
If you're passionate about innovation, technology, and growth, we invite you to be part of DayOne’s next chapter.

Job Summary

We are looking for a dedicated and experienced Senior Manager Customer Success to join our team. This role serves as the primary point of contact for customers, overseeing both project delivery and daily service operations. You will be responsible for ensuring that all contracted services are delivered efficiently, cost-effectively, and in alignment with Service Level Agreements (SLAs).

Role & Responsibilities:

1. Customer Engagement: Serve as the primary point of contact for all project delivery and ongoing service operations. Ensure the delivery of operational services aligns with the Service Level Agreement and agreed-upon costs. Lead a virtual delivery team to guarantee customer satisfaction through the efficient delivery of services. Act as a trusted advisor, fostering professional and integrity-based customer relationships on behalf of DayOne.

2. Service Scope Management: Oversee services including Data Center Build-to-Suit, Hosting, and Network Services. Manage the entire lifecycle from project delivery to ongoing operations.

3. Communication & Coordination: Handle communication with customers regarding project delivery and service operations. Coordinate internal resources to meet company standards and customer needs. Facilitate effective internal team meetings for clear communication with customers.

4. Project Leadership: Drive end-to-end Data Center construction and customization projects. Collaborate with sales, presales, design, construction, and T&C teams to manage project schedules, quality, costs, and risks. Escalate issues to senior management and ensure project closure with customer acceptance.

5. Operational Excellence: Maintain responsibility for SLA adherence and customer satisfaction during operations. Coordinate with DC operation, Network, and IT service teams for ongoing service improvement and risk mitigation.

6. Process Compliance: Ensure compliance with internal processes related to procurement, audits, ITIL, and project management.

7. Team Collaboration: Work closely with internal teams to execute customer contracts and achieve customer satisfaction. Embrace challenges and adapt to changes with a team-oriented approach.

Requirements:

1. Educational Background: Bachelor’s degree in Electronics & Engineering or Computer Science preferred.

2. Professional Experience: Minimum of 5 years in a PM or Account Manager role within the Data Center, Telecom, or Construction industries. A deep understanding and experience in Data Center construction, fit-out or operations is highly valued.

3. Interpersonal Skills: Proven customer interface experience with excellent communication, coordination, and report-writing skills.

4. Personal Attributes: A self-motivated learner with a strong drive to embrace challenges and adapt to changes.

5. Client Service & Mediation: Demonstrated willingness to serve clients and address emergent public relations issues. Skilled in conflict mediation and establishing trust with clients.

6. Language Proficiency: Fluency in English and Cantonese, with the ability to understand and speak Mandarin.

DayOne is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you're ready to grow with one of the fastest-moving companies in the data center industry, apply now and be part of our global journey.