Customer Success Management Manager

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

Data-Driven Insights & Reporting

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

Cross-Functional Collaboration

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