Own assigned service accounts to maximize customer value and recurring revenue. Drive renewals, upsell and cross-sell opportunities, ensure service delivery meets SLAs, monitor system performance, present data-driven insights, coordinate field and technical teams, and support lifecycle planning for critical power and cooling infrastructure.
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
Equal Opportunity Employer
We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.
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