Senior Customer Success Manager – Strategic Accounts

About the role

As a Senior Customer Success Manager for Strategic Accounts, you will ensure customer satisfaction, retention and growth for Data4’s data centre clients in France. You will act as the primary point of contact throughout the customer lifecycle, overseeing onboarding, service continuity and account development.

Key responsibilities

• Lead client onboarding, conduct kickoff meetings, provide portal access and training.
• Ensure execution of contractual commitments, share KPIs, reports and manage steering committee meetings.
• Handle all customer requests, escalations and provide on‑call support as Head of Customer Success.
• Monitor and improve customer satisfaction through surveys, churn analysis and corrective actions.
• Identify cross‑sell/up‑sell opportunities and collaborate with Sales and Pre‑Sales to design solutions.
• Own process management (plan, do, check, act) and ensure compliance with IMS certifications.

Required profile

• Proven experience in customer relationship management within data centres and managing key accounts.
• Strong listening, needs analysis and ability to coordinate projects and external service providers.
• Fluent in French and English with excellent verbal and written communication.
• Versatile, pragmatic and adaptable with strong interpersonal and decision‑making skills.

Required skills

• Proficiency with standard office tools.
• Basic knowledge of data centre technologies: power, cooling, physical security, network connectivity.
• Experience using ITSM tools.
• Experience using CRM tools.