Senior Customer Success Manager

Company Overview

STACK Infrastructure builds, owns, and operates hyperscale and colocation data centers that power the world’s most ambitious technology companies. With a rapidly expanding footprint across APAC, STACK combines deep development expertise, flexible capital, and operational discipline to deliver critical digital infrastructure at scale.

Our clients include the largest hyperscale cloud platforms. We are building a regional platform defined by speed of delivery, power reliability, and long-term partnership — and we are assembling the team to lead that effort.

Summary/Objective

Reporting to the Vice President Customer Success APAC, the Senior Customer Success Manager is responsible for ensuring customer contractual compliance, achieving service level targets, and driving overall customer satisfaction. In this role, you will act as a trusted escalation point for our customers in Malaysia, delivering prompt and professional support while championing a seamless and consistent experience. You will play a critical role in fostering long-term customer relationships by ensuring operational excellence and advocating customer needs across the business. If you are a self-driven professional who takes personal accountability for delivering outcomes, resolving issues and following through on commitments, this may be the job for you.

Responsibilities

· Administer the Customer Success framework by aligning customer expectations with STACK’s data centre operational model, including implementing service management processes and driving continuous improvement initiatives.

· Working closely with the customer and STACK teams during the construction phase in partnership with the STACK delivery team, ensuring contract compliance, timeline visibility, variation tracking, and accurate billing.

· Coordinate the customer transition from construction to operations, driving customer operational readiness activities to ensure teams, processes, systems, and service management capabilities are fully prepared for the customer prior to go-live, facilitating a smooth and successful handover to operations.

· Build and maintain strong relationships with key customer stakeholders, championing a customer-centric approach across all touchpoints.

· Act as a primary point of escalation for customer issues, ensuring timely resolution and clear communication throughout the process.

· Represent STACK in customer meetings, providing strategic insights and ensuring alignment with customer goals and expectations.

· Collaborate with cross-functional teams to identify and resolve customer pain points, ensuring the delivery of world-class services.

· Monitor account performance, identify areas for improvement, and implement corrective actions to enhance customer outcomes.

· Ensure best practice for incident management, problem resolution, and escalation procedures to maintain service excellence. On call after hours to support customer incident communication.

· Take ownership of service delivery efforts, working closely with internal teams to meet customer needs and uphold service level agreements (SLAs).

What You’ll Bring

You are a proactive and experienced service delivery or program management professional with a strong understanding of account management, customer operations and continuous improvement within a data centre or comparable critical-infrastructure environment. You can build effective relationships at all levels, navigate complex issues, and take ownership of delivering practical outcomes:

· 7+ years’ experience in service delivery, programme management or a related customer-facing operational role within the data centre industry or a comparable environment.

· A self-driven professional who takes personal accountability for delivering outcomes, resolving issues and following through on commitments.

· Strong understanding of account management techniques and disciplines.

· Proven experience developing and implementing continuous improvement initiatives.

· Ability to build productive relationships with stakeholders at all levels of an organisation.

· Ability to manage complex issues of diverse scope and coordinate resolution across multiple teams.

Travel Required

· Travel between the Data Centre sites in Malaysia, and the STACK Singapore head office will be required.

· Travel to other STACK Data Centre facilities within APAC may be required from time to time.