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 Senior Customer Success Manager, Japan this role 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 customers, 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.

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.

· Lead the coordination of customer projects, ensuring they adhere to internal standards, governance frameworks, and customer requirements.

· Working closely with the customer and STACK teams during 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.

· Oversee 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.

· Participate in team on call requirements for incident management ensuring STACK delivers consistent, transparent, customer-focused communications.

· 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.

· Manage the customer onboarding process, ensuring smooth transitions and successful implementations that meet customer 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 customer needs and uphold service level agreements (SLAs).

Travel Required

· Travel between the data center sites and the STACK Japan head office will be required from time to time.

· Travel to other STACK data center sites within Japan and internationally will be required from time to time.

What You’ll Bring

· 5+ years’ experience in data center 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.

• Strong understanding of both local and international customer service norms, expectations, and corporate culture.

• Native-level proficiency in both written and spoken Japanese and English.