Client Success Manager

Summary/Objective

Reporting to the Client Success Director, the Client Success Manager is responsible for ensuring client contractual compliance, achieving service level targets, and driving overall client satisfaction. In this role, you will act as a trusted escalation point for clients, delivering prompt and professional support while championing a seamless and consistent experience aligned with our One STACK approach. You will play a critical role in fostering long-term client relationships by ensuring operational excellence and advocating client needs across the business.

Responsibilities

• Administer the Client Success framework by aligning client expectations with STACK’s data centre operational model, including implementing service management processes and driving continuous improvement initiatives.
• Lead the coordination of client projects, ensuring they adhere to internal standards, governance frameworks, and client requirements.
• Oversight of construction phase activities in partnership with the STACK delivery team, ensuring contract compliance, timeline visibility, variation tracking, and accurate billing for new data centre and data hall builds.
• Manage the transition of clients from construction to operations, ensuring adherence to operational processes and service management practices for a seamless handover to operational teams.
• Build and maintain strong relationships with key client stakeholders, championing a client-centric approach across all touchpoints.
• Act as a primary point of escalation for client issues, ensuring timely resolution and clear communication throughout the process.
• Participate in team on call requirements for incident management ensuring STACK delivers consistent, transparent, client-focused communications.
• Represent STACK in client meetings, providing strategic insights and ensuring alignment with client goals and expectations.
• Collaborate with cross-functional teams to identify and resolve client pain points, ensuring the delivery of world-class services.
• Monitor account performance, identify areas for improvement, and implement corrective actions to enhance client outcomes.
• Manage the client onboarding process, ensuring smooth transitions and successful implementations that meet client requirements.
• Enforce best practices for incident management, problem resolution, and escalation procedures to maintain service excellence.
• Take ownership of service delivery efforts, working closely with internal teams to meet client needs and uphold service level agreements (SLAs).

Travel Required

• Travel between the Data Centre sites, and STACK Melbourne head office will be required from time to time.
• Travel to other STACK Data Centre facilities within Australia may be required from time to time.

What You’Ll Bring

• 5+ years’ experience in data centre colocation account management/operations.
• High level of motivation and initiative.
• Strong understanding of account management techniques and disciplines.
• Proven knowledge and execution of successful continuous improvement strategies.
• Ability to interact with all levels of an organisation.
• Ability to manage complex issues of diverse scope.

Equal Opportunity Employer

STACK provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.