Customer Success Manager - Data Centre

Job Title: Customer Success Manager

Location: Helsinki

About us:

We’re reinventing how the world uses data centres. Think flexible, optimised colocation services tailored for your requirements – all with the very best customer support you can imagine. And because our data centres are powered by sustainable energy, it doesn’t cost the Earth either. It’s the perfect environment where everyone thrives – you and the planet.

Verne has been recently acquired by Ardian and is currently investing massively into new data centre capacity and needs additional people to support this growth. We need self-driven, experienced, motivated and focused new team members, and offer a dynamic, growth-oriented environment for people to shine and learn.

Job Summary:

The Colocation Datacenter Customer Success Manager is responsible for leading the customer success strategy for colocation services, ensuring high levels of customer satisfaction, retention, and growth. This role involves understanding customer’s colocation needs, coordinating customer specific implementations, managing relationships with key customers, driving successful service delivery, and working closely with cross-functional teams to ensure that customer needs are met and exceeded.

Key Responsibilities:

· Customer Relationship Management:

o Working with the customer is presales phase to understand customer needs and translating that to efficient colocation solutions.

o Serve as the primary point of contact for key colocation customers, building and maintaining strong, long-term relationships.

o Understand the unique needs of each customer and develop customized strategies to meet those needs.

o Conduct regular check-ins and business reviews with customers to ensure they are satisfied with the service and to identify opportunities for upselling or cross-selling.

· Customer Success Strategy:

o Develop and implement a comprehensive customer success strategy for the colocation business, focusing on customer satisfaction, retention, and revenue growth.

o Establish key performance indicators (KPIs) and metrics to measure customer success and monitor progress.

o Continuously refine and improve customer success processes based on feedback and best practices.

· Service Delivery Oversight:

o Collaborate with operations, technical teams, and account managers to ensure the seamless delivery of colocation services.

o Oversee the onboarding process for new customers, ensuring a smooth transition and setup.

o Address and resolve any service issues or escalations, ensuring timely and effective solutions.

· Retention & Growth:

o Develop strategies to increase customer retention and reduce churn, including proactive engagement and risk management.

o Identify opportunities for upselling additional services, such as managed services, cloud integration, and disaster recovery solutions.

o Collaborate with the sales team to identify and pursue

expansion opportunities within existing accounts.

· Customer Advocacy:

o Act as the voice of the customer within the organization, advocating for their needs and ensuring that they are met.

o Gather and share customer feedback with product, operations, and leadership teams to inform service improvements and innovation.

o Lead customer advocacy initiatives, such as case studies, testimonials, and customer advisory boards.

· Team Leadership & Development:

o Lead and develop a team of customer project managers and customer engineers, providing guidance, mentorship, and performance management.

o Develop customer facing systems and processes to ensure streamlined service delivery.

o Foster a customer-centric culture within the team, emphasizing the importance of customer satisfaction and success.

o Set clear goals and objectives for the team and ensure alignment with overall company objectives.

· Reporting & Analytics:

o Monitor and report on customer success metrics, including customer satisfaction scores (e.g., NPS), retention rates, and account growth.

o Prepare and present regular reports to senior management on customer success activities, trends, and outcomes.

o Utilize data and analytics to identify trends, forecast customer needs, and drive decision-making.

· Collaboration & Cross-Functional Engagement:

o Work closely with sales, marketing, operations, and product teams to ensure a cohesive approach to customer success.

o Collaborate on the development of customer success tools, resources, and training materials.

o Participate in cross-functional projects and initiatives to drive overall business success.

Qualifications:

· Education: Bachelor’s degree in Business, Information Technology, or a related field. An MBA or relevant certifications (e.g., Customer Success Manager (CSM), ITIL) is a plus.

· Experience: Minimum of 8-10 years of experience in customer success, account management, or related roles within the IT, telecommunications, or datacenter industry, with at least 5 years in a leadership role.

· Industry Knowledge:

o Strong understanding of colocation, datacenter services, and related technologies.

o Experience in managing enterprise-level customer relationships and delivering complex IT solutions.

· Leadership Skills: Proven ability to lead and develop high-performing customer success teams.

· Customer-Centric Mindset: Deep commitment to understanding customer needs and delivering exceptional service.

· Solution-orientation: Good ability to steer customer needs towards the solutions and services we have available.

· Communication: Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal teams.

· Problem-Solving: Strong analytical and problem-solving skills, with the ability to manage complex customer challenges.

· Sales Acumen: Ability to identify and capitalize on growth opportunities within existing accounts.

What We Offer:

· Opportunity to be part of a fast-growing, private equity-backed company.

· A dynamic, innovative, and inclusive working environment.

· Competitive compensation and benefits package.

· The chance to work with a talented and ambitious international team.