Customer Success Manager

Job Description

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 formaximizing customer value and lifetime revenueacross Vertivs installed base by ensuring successful adoption and ongoing performance of service solutions.

The CSM acts as atrusted advisorto 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 bridgessales operations and service delivery ensuring customer outcomes are achieved while supporting Vertivs recurring revenue growth strategy.

Key Responsibilities

1. Customer Relationship Ownership

• Own assigned customer accounts across theservice lifecycle
• Build strong long-term relationships with key stakeholders (operations facilities procurement)
• Act as theprimary point of contactfor service-related matters
• Conduct regular business reviews (QBRs) and performance updates

2. Service Contract Retention & Growth

• Driverenewals of service contractsand maintenance agreements
• Identify and executeupsell 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 improveefficiency 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 meetsSLA 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 presentcustomer 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 seamlesshandover 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

• Bachelors degree in Engineering Business or related field
• 510 years of experience incustomer success service sales or account management
• Experience indata centers critical infrastructure or industrial service environmentspreferred
• Proven track record in managingenterprise or strategic accounts

Skills & Competencies

• Strong relationship and stakeholder management skills
• Commercial acumen with a focus on recurring revenue
• Technical understanding ofpower 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 amatrix cross-functional environment

Travel Requirements

• Moderate travel (2040%) depending on customer portfolio