The Customer Success Manager (CSM) will be responsible for managing strategic accounts within the Hyperscale and Colo sector across EMEA. As the primary point of contact, the CSM will advocate for customers, drive service excellence, and foster long-term relationships.
This role is essential to our mission of delivering exceptional service and supporting the strategic growth of Vertiv’s service business across the region.
DUTIES & RESPONSIBILITIES
1. Account Management & Customer Advocacy
o Serve as the Single Point of Contact (SPOC) for a select portfolio of strategic customer accounts, ensuring all deliverables are met as per the Account Implementation Plans.
o Develop and maintain comprehensive Account Plans to achieve long-term growth and customer satisfaction.
o Conduct value-driven Quarterly Business Reviews (QBRs) with key customer stakeholders to review service performance and identify growth opportunities.
o Build strong customer relationships through regular on-site visits, proactive communication, and consistent follow-up.
o Act as a customer advocate by liaising between internal departments (Sales, Service, Logistics, and Sourcing) to ensure smooth service delivery.
2. Revenue Growth & Strategic Initiatives
o Collaborate with Sales to identify, support, and capture renewals, upselling, and cross-selling opportunities, driving revenue growth.
o Leverage insights from account activities to identify new service opportunities and tailor solutions that align with customer needs.
o Support the strategic expansion of the service business by identifying market trends, competitors, and customer pain points to drive innovative service offerings.
o Lead initiatives to improve customer retention, satisfaction, and Net Promoter Score (NPS) metrics.
3. Operational Excellence
o Oversee the resolution of all emergency service calls for assigned accounts, ensuring timely and effective responses.
o Track and follow up on Maintenance Response Satisfaction Index (MRSI) surveys to monitor customer satisfaction.
o Manage key account KPIs to align with both customer and departmental performance goals.
o Ensure timely completion of Preventive Maintenance (PM) and Field Change Notices (FCN) for all assigned accounts.
o Handle complex billing processes and resolve billing discrepancies to ensure smooth financial transactions.
4. Strategic Growth & Regional Development
o Work closely with the leadership team to develop and execute growth plans that align with the organization’s strategic objectives.
o Engage in market analysis to identify emerging trends, potential partnerships, and new business opportunities. o Support the introduction of new service offerings and strategic initiatives aimed at driving service business growth.
5. Other Responsibilities
o Contribute to process improvement initiatives within the Customer Success department to enhance efficiency and customer satisfaction.
o Support ad hoc projects and tasks as required by the Customer Success Director.
KNOWLEDGE, SKILLS & ABILITIES
1. Education & Experience
o Bachelor’s degree in business, Engineering, or a related field preferred.
o 3+ years of experience in client-facing roles, ideally in a service or technical environment.
o Previous experience in managing Hyperscale or Colo accounts is a plus.
2. Core Competencies
o Strong analytical skills with the ability to use data to drive decisions and strategic initiatives.
o Excellent problem-solving abilities and conflict resolution skills.
o Strong organizational skills with a keen eye for detail and ability to manage multiple priorities.
o Ability to work effectively in a matrix management environment.
o High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
3. Communication & Relationship Management o Excellent verbal and written communication skills, with the ability to engage at all organizational levels.
o Strong customer relationship-building skills, with a focus on empathy and active listening.
o Ability to think strategically and utilize account plans to set and achieve specific account objectives.
4. Technical & Industry Knowledge
o Familiarity with UPS, Power, HVAC, and Switchgear products is a plus.
o Understanding of critical space environments, service products, and customer-specific challenges.
o Knowledge of purchasing and decision-making processes in large enterprises, particularly within Datacenter Orginisations.
WORKING CONDITIONS
1. Travel
o Travel within the EMEA region is required to support customer relationships and account growth.
o Ability to handle after-hours calls, including nights, weekends, and holidays as needed.
2. Work Environment
o Mixture of field-based and office work required for reporting and meetings.
#LI-JF1
About UsThe successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.
OUR STRATEGIC PRIORITIES
• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength
VERTIV BEHAVIORS
• Own it
• Act with urgency
• Foster a customer-first mindset
• Think big and execute
• Lead by example
• Drive continuous improvement
• Learn and seek out development
• Promote transparent & open communication
About Vertiv
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to 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 extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
Equal Opportunity Employer
Vertiv is an Equal Opportunity/Affirmative Action 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. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]
Skills Required
- 3+ years of experience in client-facing roles, ideally in a service or technical environment
- Strong analytical, problem-solving, conflict-resolution, organizational, and prioritization skills
- Ability to work effectively in a matrix management environment
- High proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
- Excellent verbal and written communication skills
- Strong customer relationship-building, empathy, and active listening skills
- Ability to develop and execute account plans and achieve account objectives
- Bachelor's degree in business, engineering, or a related field
- Previous experience managing Hyperscale or Colo accounts
- Familiarity with UPS, power, HVAC, and switchgear products
- Understanding of critical space environments, service products, and datacenter customer challenges
- Knowledge of purchasing and decision-making processes in large enterprises or datacenter organizations
- Ability to travel within the EMEA region and handle after-hours calls as needed
Vertiv Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vertiv and has not been reviewed or approved by Vertiv.
-
Healthcare Strength — Health coverage is described as comprehensive, with standard medical, dental, and vision plans plus wellness and mental-health resources. Core offerings also include disability and life insurance and an Employee Assistance Program.
-
Leave & Time Off Breadth — Time off includes paid holidays and PTO typical of large employers, and many U.S. salaried roles feature flexible or "unlimited" PTO approaches. These programs are part of a structured, global total rewards framework.
-
Fair & Transparent Compensation — Pay is considered fair at start for many office-based, engineering, and field service roles, and total compensation packages are viewed as stable. In some hourly manufacturing settings, overtime opportunities help boost overall earnings.
Vertiv Insights
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.
