Job Description

Who We Are: It’s pretty exciting, to find yourself standing in a pivotal moment in time. It’s even more exciting to be out front leading it. At QTS, our world‑class data centers are supporting our customers most strategic growth initiatives, positioning us at the forefront of today's dynamic digital transformation. As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world’s most advanced, forward‑thinking data centers. QTS is a portfolio company of Blackstone. QTS is Powered by People . People who play a vital role in our company’s culture, innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable, resourceful and mission driven. Together, we do great things. Who You Are: The Customer Success Manager (CSM) for Strategic and Hyperscale Accounts serves as the primary point of contact and trusted advisor, responsible for delivering a seamless, high‑quality customer experience across the full lifecycle. This role drives structured customer engagement, proactively manages performance and risk, and leads cross‑functional alignment to ensure consistent execution against customer expectations. The CSM also translates customer insights into actionable improvements, strengthening service delivery and long‑term partnership success. What You Will Do: Build and strengthen trusted customer relationships through a structured governance model, leading Monthly, Quarterly, and Executive Business Reviews (MBRs, QBRs, EBRs) to evaluate performance, identify growth opportunities, and assess overall satisfaction. Serve as the primary point of contact for day‑to‑day customer needs and requests, ensuring timely and effective resolution of inquiries. Proactively monitor customer health, including utilization, operational performance, and potential risks, to drive informed engagement and outcomes. Align with customers on priorities and expectations to ensure consistent delivery against business objectives and track what success looks like throughout each phase of the customer journey. Understand and translate customer business requirements and goals into actionable plans by aligning the appropriate internal teams to support delivery. Serve as the voice of the customer by translating feedback and insights into actionable recommendations that enhance the customer experience across the organization. Customer Onboarding & Training Lead customer onboarding efforts, including training on the customer portal, key operational processes, escalation paths, and ongoing communication cadence. Issue & Escalation Management Assess issues and manage escalations with urgency, coordinating cross‑functional teams to drive timely and effective resolution. Cross‑Functional Collaboration Drive cross‑functional alignment across internal teams to deliver a seamless, consistent customer experience. Lead and support efforts to improve efficiency and processes. What You Will Need to be Successful: 7+ years of experience in Customer Success, Account Management, Program Management, or related customer‑facing roles supporting complex strategic accounts. Experience within data center, colocation, cloud infrastructure, or other critical facilities environments. Proven ability to lead structured governance cadences, including Monthly, Quarterly, and Executive Business Reviews (MBRs, QBRs, EBRs), with both operational and executive stakeholders. Proven ability to manage customer relationships end‑to‑end, including onboarding, operational support, and ongoing governance. Strong ability to translate customer business requirements into actionable plans and align cross‑functional teams to deliver outcomes. Demonstrated experience managing multiple priorities, customer engagements, and internal coordination simultaneously while maintaining a high level of service. Experience driving issue resolution and coordinating cross‑functional teams across operations, engineering, product, and sales organizations. Excellent communication, presentation, and relationship management skills, with the ability to engage both technical and executive stakeholders. Strong problem‑solving and critical‑thinking skills, with a proactive and customer‑focused mindset. Nice To Have Experience supporting hyperscale or large‑scale single‑tenant deployments. Familiarity with data center operations concepts (e.g., power, cooling, operational readiness, telemetry/monitoring). Experience engaging with C‑level stakeholders and leading executive‑level conversations. Proficiency with CRM, ticketing, and operational tools (e.g., Salesforce, ServiceNow, or similar platforms). Understanding of service management frameworks (SLA management, incident and escalation processes). Bachelor’s degree in Business, Communications, Information Technology, or a related field (or equivalent experience). The Perks (and these are just a few!) QRest Sabbatical Employee Stock Purchase QTS scholarship for dependents Eagle Club award trip eligibility Paid volunteer days Tuition assistance, parental leave and military leave assistance Total Rewards This role is also eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits. This position is bonus eligible. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim. QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e‑mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information. #J-18808-Ljbffr

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