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 lifecycle
- Build strong, long-term relationships with key stakeholders (operations, facilities, procurement)
- Act as the primary point of contact for service-related matters
- Conduct regular business reviews (QBRs) and performance updates
Service Contract Retention & Growth
- Drive renewals of service contracts and maintenance agreements
- Identify and execute upsell and cross-sell opportunities (e.g., upgrades, digital services, monitoring solutions)
- Support pipeline development in collaboration with Service Sales
- Achieve revenue and retention targets
Customer Success & Value Realization
- Ensure customers achieve expected outcomes from Vertiv solutions
- Monitor system performance, uptime, and service KPIs
- Provide proactive recommendations to improve efficiency, resilience, and lifecycle cost
- Promote adoption of advanced service offerings (e.g., remote monitoring, predictive maintenance)
Service Delivery Coordination
- Work closely with Field Service, Technical Support, and Operations teams
- Ensure service delivery meets SLA commitments and quality standards
- Track and resolve service issues, escalations, and customer concerns
- Drive continuous improvement in service execution
Installed Base Management
- Maintain accurate records of customer assets and service coverage
- Identify gaps in service coverage and propose solutions
- Support lifecycle planning including upgrades, replacements, and expansions
- Leverage service data and analytics to provide actionable insights
- Prepare and present customer reports and dashboards
- Track KPIs such as uptime, response times, and contract performance
- Partner with:
- Service Sales
- Project Delivery Teams
- Engineering & Product Management
- Supply Chain & Parts
- Ensure seamless handover from project execution to service lifecycle support
Key Performance Indicators (KPIs)
- Service contract renewal rate (%)
- Recurring revenue growth
- Upsell / cross-sell conversion rates
- Customer 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 field
- 5–10+ years of experience in customer success, service sales, or account management
- Experience in data centers, critical infrastructure, or industrial service environments preferred
- Proven track record in managing enterprise or strategic accounts
Skills & Competencies
- Strong relationship and stakeholder management skills
- Commercial acumen with a focus on recurring revenue
- Technical understanding of power, cooling, and critical infrastructure systems
- Data-driven mindset with analytical capability
- Excellent communication and presentation skills
- Problem-solving and proactive customer engagement
- Ability to work in a matrix, cross-functional environment
Travel Requirements
- Moderate travel (20–40%) depending on customer portfolio
Skills Required
- Bachelor's degree in Engineering, Business, or related field
- 5-10+ years experience in customer success, service sales, or account management
- Experience in data centers, critical infrastructure, or industrial service environments
- Proven track record managing enterprise or strategic accounts
- Technical understanding of power, cooling, and critical infrastructure systems
- Strong relationship and stakeholder management skills
- Commercial acumen with a focus on recurring revenue
- Data-driven mindset with analytical capability
- Excellent communication and presentation skills
- Ability to work in a matrix, cross-functional environment
What We Do
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to ensure its customers’ vital applications run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs approximately 20,000 people and does business in more than 130 countries. For more information, and for the latest news and content from Vertiv, visit Vertiv.com.
