Customer Success Specialist

Edged Data Centers is a provider of sustainable, AI-ready data centers with waterless cooling, focusing on rapid deployment and innovative energy solutions. The company is expanding its North American division and seeks a Customer Success Specialist to manage customer relationships and improve service delivery.

Location: North America

Salary: $110k–$135k

Responsibilities

• Manage customer relationships and onboarding processes.
• Oversee project management from order acceptance to service delivery.
• Develop strategies to enhance customer experience and grow accounts.
• Analyze data to identify inefficiencies and opportunities.
• Draft and review Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Provide support and solutions aligned with industry best practices.
• Monitor service effectiveness against SLAs/KPIs and implement improvements.
• Coordinate customer audits and follow-up actions.
• Contribute to new service development and ensure documentation is up-to-date.
• Achieve high customer satisfaction ratings and handle escalations.
• Drive continuous service improvement initiatives.
• Prepare sales orders and support project requests.
• Train clients on portal functionalities.
• Coordinate with incident management and operations teams.
• Partner with sales to ensure accurate proposals.

Requirements

• Bachelor’s Degree.
• 3-5 years of experience in data center customer support, success, sales, or operations.
• Excellent customer management skills.
• Experience managing multiple projects with tight deadlines.
• Understanding of enterprise infrastructure and services.
• Knowledge of data center systems (HVAC, electrical, security).
• Advanced analytical skills.
• Familiarity with industry standards like ITIL, ISO 27001, SOC II.
• Project or program management certification (e.g., Lean, Six Sigma, PMI, Agile).
• Proficiency in MS Office applications.
• Understanding of financial management, budgeting, and forecasting.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan.
• Flexible spending and HSA accounts.
• Paid holidays and PTO.
• Employee assistance program.
• Other company benefits.

Additional Information

• Role is full-time, salaried, reporting to the Customer Success Manager.
• Travel up to 25% may be required.
• Edged promotes a culture of innovation, respect, and growth.