Subregional Head of Customer Success (f/m/d)

Subregional Head of Customer Success (f/m/d)

Join to apply for the Subregional Head of Customer Success (f/m/d) role at Digital Realty

Location: Frankfurt am Main, Hesse, Germany

Your Role

As Sub-Regional Head of Customer Success (f/m/d), you will lead the Customer Success function across the Central Europe region and take full accountability for the end-to-end post-sales customer experience of our strategic customers. Your mission is to ensure seamless service excellence by aligning people, processes, and internal functions, while embedding customer success at the core of our culture.

Job Description

In this senior leadership role, you will support the Head of Customer Success EMEA in driving overall performance and will lead geographically dispersed Customer Success teams in line with the Global Operating Model. You will be responsible for implementing global Customer Success frameworks across customer onboarding, lifecycle management, and customer health, while ensuring clear ownership, consistent execution, and measurable outcomes.

You will maintain strong cross-functional relationships with Operations, Sales, Finance, Implementation, and global functional teams to ensure service scope, policies, and responsibilities are well understood and adhered to. A key focus of the role is maintaining overall post‑sales customer health, including service performance, financial risk, customer engagement, and product utilization.

Additionally, you will act as an escalation point for service‑related customer issues, support customer‑facing service reviews and executive business reviews, and represent the regional Customer Success function in global initiatives that impact the customer journey. Through data‑driven insights and leadership, you will continuously identify and drive service improvement opportunities across the organization.

Your Profile

• Degree‑level education in a relevant field (e.g. Economics, Business Administration, MBA) or equivalent experience in customer relationship management
• Minimum 5+ years of experience in customer‑facing roles within a global service organization (e.g. data centers, IT, telecommunications, utilities)
• Proven leadership experience managing teams across multiple locations and cultures
• Strong background in Service Management, ideally supporting complex international customers
• Demonstrated ability to manage customer health across service performance, financial risk, engagement, and product utilization
• Advanced proficiency in Microsoft productivity tools (Word, Excel, Access, Visio, Project)
• Excellent stakeholder management skills with the ability to influence across functions without formal authority
• Strong analytical, communication, and presentation skills
• High level of integrity, independence, and commitment to service excellence and customer focus

A Bit About Us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

What We Can Offer You

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Apply today, take charge of your career and grow your talents with us.

Health and Safety

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

Employment type: Full‑time

Seniority level: Director

Job function: Other

Industries: IT Services and IT Consulting