Manager Customer Success (m/f/d)

pbAbout the Role /b /ppThis role leads the Customer Success function for the Europe Central subregion, ensuring seamless end-to-end delivery of operational services for strategic Hyperscale customers. You will execute the Global Operating Model, drive customer health, manage customer escalations, and lead a regional Customer Success team to deliver service excellence across functions, processes, and people. /ppbKey Responsibilities /b /pliLead, coach, and support the Customer Success team. /liliExecute Customer Health, Lifecycle, and Onboarding processes. /liliOversee customer engagement, SLA performance, operational service delivery, and customer satisfaction. /liliLead customer escalations, incident communications, service reviews, and executive stakeholder engagement. /liliAct as a trusted escalation point for strategic Hyperscale customers and drive timely resolution of complex operational issues. /liliDrive KPI performance and continuous service improvements. /liliPartner closely with Operations, Engineering, Security, Finance, HR, Sales, and Customer Operations. /liliManage budgets, resource allocation, and workforce planning. /liliRepresent the subregion in global Customer Success forums. /liliFoster a customer-centric culture focused on service excellence, accountability, and operational transparency. /lipbYour Profile /b /pliBachelor’s degree or equivalent experience. /lili3+ years of experience in customer-facing roles within Data Center, Telecommunications, Cloud, Managed Services, IT Infrastructure or other critical service environments. /liliPrevious leadership experience with responsibility for people management and team development. /liliStrong Service Management background within Data Center environments is highly desirable, ideally supporting hyperscale or other mission-critical customers. A background in IT Infrastructure, Telecommunications, Managed Services, or Cloud environments is equally welcome. /liliProven experience leading dispersed teams and managing demanding stakeholder environments. /liliAdvanced MS Office skills (Excel, Visio, Project). /liliOutstanding communication and escalation management skills. /liliStrong customer focus, stakeholder engagement abilities, and problem-solving mindset. /liliFluent English is required. /liliGerman language skills at B1 level or above are highly desirable. /lipbBenefits /b /pliOpen door culture with short communications paths and flat hierarchies /liliPersonalized onboarding plan (buddy system), education programs /liliPersonal development options in a fast-growing environment /liliExtensive social benefits (Flexible working hours, digital meal vouchers, bike leasing, pension plan, /liliMany extras like free drinks, fresh fruit, or cool team events /li