Customer Success Management Manager

Job Title: Service Customer Success Manager

Function: Service / Customer Success

Region: Asia

Reports To: Director, Service Operations, dotted line to Director Service Sales

Job Summary

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

1. 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

2. 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

3. 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)

4. 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

5. 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

6. 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

7. 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

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

• 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