Customer Success EMEA

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.

DayOne is seeking a customer-centric leader to establish and lead our EMEA Customer Implementation & Delivery function. This role is responsible for ensuring a seamless customer journey from contract execution through service commencement, acting as the primary interface between the customer and DayOne throughout the implementation lifecycle.

The successful candidate will lead customer onboarding, implementation planning, delivery governance, fit-out coordination, commissioning readiness and customer acceptance across all EMEA developments. The role will work closely with Sales, Design, Construction, Commissioning and Operations teams to ensure customer requirements are successfully delivered and customers are operationally ready on schedule.

Key Responsibilities

Customer Implementation & Delivery Leadership

• Build and lead the EMEA Customer Implementation & Delivery function
• Establish implementation methodologies, governance frameworks, customer onboarding standards and best practices
• Develop scalable processes to support rapid regional growth
• Lead a team of customer implementation managers and programme leaders
• Define and monitor implementation KPIs, customer satisfaction metrics and delivery performance standards

Customer Programme Management

• Own the customer journey from contract signature through service commencement
• Lead implementation programmes for hyperscale, cloud, AI and enterprise customers
• Develop integrated customer implementation plans aligned to construction and operational milestones
• Coordinate customer fit-out activities, technical requirements, move-in planning and operational readiness
• Ensure delivery commitments, timelines and customer expectations are effectively managed

Executive Customer Engagement

• Serve as the senior DayOne representative for customer implementation activities
• Build trusted relationships with customer executives, programme teams and operational stakeholders
• Lead executive steering committees, governance reviews and implementation status meetings
• Provide clear and proactive communication regarding programme progress, risks and mitigation strategies
• Drive customer confidence during complex and business-critical deployments

Customer Delivery Governance

• Establish programme governance frameworks across all customer implementations
• Lead milestone reviews, readiness assessments and customer acceptance processes
• Identify implementation risks early and coordinate mitigation strategies
• Manage customer escalations and drive timely resolution
• Ensure consistent implementation experiences across all EMEA locations

Voice of Customer & Continuous Improvement

• Act as the voice of the customer throughout the implementation lifecycle
• Capture customer feedback and implementation lessons learned
• Identify recurring issues and partner with Design, Construction, Operations and Product teams to improve customer outcomes
• Drive continuous improvement initiatives that enhance customer experience and delivery performance

Operational Readiness & Handover

• Lead customer readiness reviews and service commencement planning
• Ensure all customer requirements are met prior to operational launch
• Coordinate formal handover from implementation into Operations and Customer Success teams
• Establish governance processes to ensure seamless transition into ongoing customer management

Success Measures

Customer

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer implementation experience
• Executive stakeholder feedback

Delivery

• On-time service commencement
• Implementation milestone achievement
• Customer acceptance performance
• Readiness review outcomes

Operational

• Quality of handover into Operations
• Escalation resolution effectiveness
• Implementation cycle time
• Delivery governance compliance

Strategic

• Voice of Customer improvements implemented
• Repeat business and expansion support
• Executive relationship strength across key account

Experience Required

Essential

• Significant experience leading customer implementation, programme delivery or customer onboarding functions
• Proven success managing complex multi-stakeholder customer programmes
• Experience working directly with hyperscale, cloud, AI or enterprise customers
• Strong executive stakeholder management capability
• Experience leading geographically distributed teams

Preferred

• Data center operator experience
• Hyperscale customer implementation experience
• Construction, commissioning or engineering background
• Experience building customer delivery functions in high-growth environments
• Knowledge of critical infrastructure, colocation and AI-ready data center environments

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.