Customer Success Manager

Job Description

The Service Customer Success Manager (CSM) is responsible for maximizing customer value and lifetime revenue across Vertiv’s installed base by ensuring successful adoption and ongoing performance of service solutions. The CSM acts as a trusted advisor to customers, proactively managing relationships, driving service contract renewals, identifying upsell opportunities, and ensuring the reliability and efficiency of mission-critical infrastructure, including power and thermal systems.

This role bridges sales, operations, and service delivery, ensuring customer outcomes are achieved while supporting Vertiv’s recurring revenue growth strategy.

Key Responsibilities

Customer Relationship Ownership

Own assigned customer accounts across the service lifecycleBuild strong, long-term relationships with key stakeholders (operations, facilities, procurement)Act as the primary point of contact for service-related mattersConduct regular business reviews (QBRs) and performance updates

Service Contract Retention & Growth

Drive renewals of service contracts and maintenance agreementsIdentify and execute upsell and cross-sell opportunities (e.g., upgrades, digital services, monitoring solutions)Support pipeline development in collaboration with Service SalesAchieve revenue and retention targets

Customer Success & Value Realization

Ensure customers achieve expected outcomes from Vertiv solutionsMonitor system performance, uptime, and service KPIsProvide proactive recommendations to improve efficiency, resilience, and lifecycle costPromote adoption of advanced service offerings (e.g., remote monitoring, predictive maintenance)

Service Delivery Coordination

Work closely with Field Service, Technical Support, and Operations teamsEnsure service delivery meets SLA commitments and quality standardsTrack and resolve service issues, escalations, and customer concernsDrive continuous improvement in service execution

Installed Base Management

Maintain accurate records of customer assets and service coverageIdentify gaps in service coverage and propose solutionsSupport lifecycle planning including upgrades, replacements, and expansions

Data-Driven Insights & Reporting

Leverage service data and analytics to provide actionable insightsPrepare and present customer reports and dashboardsTrack KPIs such as uptime, response times, and contract performance

Cross-Functional Collaboration

Partner with:Service SalesProject Delivery TeamsEngineering & Product ManagementSupply Chain & PartsEnsure seamless handover from project execution to service lifecycle support
Key Performance Indicators (KPIs)

Service contract renewal rate (%)Recurring revenue growthUpsell / cross-sell conversion ratesCustomer satisfaction (e.g., NPS, CSAT)SLA performance (response and resolution times)Installed base coverage (%)Churn Reduction

Qualifications & Experience

Bachelor’s degree in Engineering, Business, or related field5–10+ years of experience in customer success, service sales, or account managementExperience in data centers, critical infrastructure, or industrial service environments preferredProven track record in managing enterprise or strategic accounts

Skills & Competencies

Strong relationship and stakeholder management skillsCommercial acumen with a focus on recurring revenueTechnical understanding of power, cooling, and critical infrastructure systemsData-driven mindset with analytical capabilityExcellent communication and presentation skillsProblem-solving and proactive customer engagementAbility to work in a matrix, cross-functional environment

Travel Requirements

Moderate travel (20–40%) depending on customer portfolio

About The Team

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.