Customer Success Manager

ABOUT THE JOB

To serve as the primary interface between the organization and a strategic hyperscale customer, ensuring seamless coordination across technical and operational domains, effective incident management, and high-quality service delivery to achieve strong customer satisfaction and long-term partnership success.

KEY RESPONSIBILITIES

i) Customer Interface & Relationship Management

• Act as the primary point of contact for customer technical and operations teams.
• Build and maintain strong working relationships with key customer stakeholders.
• Facilitate regular meetings (e.g., weekly ops calls, monthly reviews, QBRs).
• Ensure alignment between customer expectations and internal teams.

(ii) Technical & Operational Coordination

• Coordinate closely with internal engineering, operations, and service delivery teams.
• Translate customer requirements into actionable internal tasks.
• Track and manage service requests, ensuring timely resolution.
• Support onboarding and ongoing operational readiness of the customer.

(iii) Incident & Escalation Management

• Lead coordination during service incidents impacting the customer.
• Manage communication, updates, and expectations during incidents.
• Ensure timely incident reporting, RCA, and closure actions.
• Drive continuous improvement to reduce incident recurrence.

(iv) Reporting & Governance

• Prepare and deliver monthly service and operational reports.
• Monitor and report on SLAs, KPIs, and performance metrics.
• Lead service review meetings and present insights and improvement plans.
• Maintain accurate documentation and reporting standards.

(v) Customer Requests, Feedback & Continuous Improvement

• Manage day-to-day customer technical and operational requests.
• Capture and escalate customer feedback for service improvements.
• Identify opportunities to enhance customer experience and service delivery.
• Support change management activities related to customer environments.

CANDIDATE MUST HAVE

• Bachelor's Degree in Engineering, Information Technology, Telecommunications, or related field.

WE VALUE

• 5 years experience in Data center operations / hyperscale environments
• Customer success / service delivery / technical account management
• Experience managing large enterprise or hyperscale customers
• Experience working with Chinese hyperscalers or multinational customers (preferred)

LOCATION

• TM Nxera, Iskandar Puteri, Johor Malaysia