Director, Customer Success
A leading hyperscale datacenter developer is seeking a Director of Customer Success to join its team. This individual will serve as a strategic partner to customers following contract execution, helping foster long-term relationships and ensuring a consistent, high-quality customer experience throughout the engagement lifecycle.
The role works cross-functionally with internal teams including Sales, Design, Delivery, Operations, Finance, and Legal to support alignment, communication, and issue resolution. The ideal candidate will bring strong relationship management skills, executive presence, and the ability to navigate complex operational environments.
Key Responsibilities
Customer Relationship Management
- Build and maintain strong relationships with customer stakeholders
- Serve as a primary point of coordination throughout the customer lifecycle
- Understand customer priorities, concerns, and business objectives
- Support continuity and collaboration between customers and internal teams
Communication & Executive Alignment
- Deliver clear and consistent customer-facing communication
- Support executive-level communications during sensitive or high-visibility situations
- Identify and communicate customer sentiment and potential risks proactively
- Maintain internal visibility to support aligned decision-making
Cross-Functional Collaboration
- Partner with internal teams to support successful customer outcomes
- Help coordinate stakeholders during escalations, schedule challenges, and complex issues
- Represent the customer perspective in internal planning and resolution discussions
- Support issue management while enabling execution teams to maintain ownership
Commercial & Business Support
- Maintain awareness of contract structures, amendments, and key commercial terms
- Support customer business reviews and executive alignment meetings
- Provide customer context related to billing, collections, notices, and contract discussions
- Collaborate with internal stakeholders on customer-facing legal and commercial matters
Continuous Improvement
- Capture and share lessons learned from customer engagements
- Identify opportunities to improve communication, workflows, and processes
- Support operational improvements that strengthen long-term customer relationships
Qualifications
- 8+ years of experience in customer success, account management, operations, program management, construction, or related fields
- Experience operating within complex, cross-functional environments
- Strong communication skills with the ability to engage customers and senior leadership
- Ability to remain composed and exercise sound judgment in ambiguous or escalated situations
- Working knowledge of contracts, commercial terms, and customer-facing business processes
- Experience within mission-critical infrastructure, construction, technology, telecom, or related industries preferred
Key Attributes
- Strong relationship builder and trusted advisor
- Effective communicator with sound judgment
- Collaborative and adaptable across teams
- Organized and capable of navigating complex situations
- Continuous improvement mindset with a customer-first approach
If you are interested in learning more about the role please reach out to Hudson Feinberg at h.feinberg@harperharrison.com, or 786-607-4582.
