Customer Success Manager

Who we are:

Digital Edge is a trusted and forward-looking data center platform company, established to transform digital infrastructure in Asia. Backed by Stonepeak, a leading alternative investment firm specializing in infrastructure and real assets, Digital Edge has in excess of US$1.6 billion in committed equity capital with investors including some of the world’s largest institutional investors and sovereign wealth funds. 

Digital Edge’s vision is to be the leading provider of sustainable, next generation digital infrastructure in Asia. Our mission is to build the foundation for the world’s digital future, helping organizations to grow sustainably and empowering populations they serve. 

Founded in 2020, the company has grown rapidly across multiple markets in the region, and currently provides data center and fiber services across Japan, South Korea, India, Indonesia, the Philippines, Malaysia and China. The Company now owns and operates 21 data centers with over 500 MW of critical IT load in service and under construction and development, with another 300 MW held for future development, 

This role is an exciting opportunity to join our fast growing team as we further expand our footprint across Asia.  

Our values:

·        Respect: We embrace diversity and collaboration.

·        Innovation: We share ideas and solve problems.  

·        Strive: We are driven and determined.

·        Excellence: We optimize for success.

·        Responsibility: We do what’s right for our people and the planet.

What we need:

Reporting to the Customer Success Lead, this role will build and cultivate strong relationships with Hyperscale clients and internal stakeholders and develop cross-functional partnerships. This role will be based in Singapore or other APAC region locations.

Key responsibilities:

·        Drive post-sales engagement across assigned accounts, ensuring high levels of satisfaction, retention, and account growth, in partnership with Account Managers.

·        Oversee install base management and new orders for assigned accounts.

·        Develop and maintain strong relationships with client across various levels.

·        Act as an escalation point for incidents, and when operating processes are not meeting customer expectations.

·        Serve as the voice of the customer internally, working with Product, Engineering, and Operations to ensure customer needs are clearly understood and prioritized.

·        Use client feedback data, market insights, and internal / operational data to contribute to Customer Success plans, initiatives, and workstreams that accelerate growth and improves the client experience.

·        Conduct regular business and performance reviews with internal and external stakeholders to align on business and technical goals.

·        Identify service and process improvement initiatives for assigned accounts, aligning with overall customer success strategy.

·        Actively champion and implement policies and procedures for occupational health & safety in the workplace, information security management, environmental management systems; incident management; and comply with all legal regulatory requirements of the organization.

The successful candidate:

•        5+ years of experience in Customer Success, Account Management, or a client-facing role, within technology industry (i.e. data center, telecommunications, IT).
• ·        Fluency in both English and Mandarin (spoken and written) is required to support regional stakeholders and customers.
• ·        Experienced in managing multiple projects and priorities effectively across cross-functional teams in a deadline-driven environment.
• ·        Demonstrated success in identifying growth opportunities, drive adoption, and deliver measurable outcomes for assigned accounts.
• ·        Possess excellent interpersonal, written, and verbal communication skills; able to effectively present to both technical and executive-level audiences.
• ·        Demonstrated ability to work in a fast-paced environment where continuous innovation is desired, and ambiguity is the norm