Job DescriptionThe Service Customer Success Manager (CSM) is responsible for maximizing customer value and lifetime revenue across Vertiv's installed base by ensuring successful adoption and ongoing performance of service solutions.
The CSM acts as a trusted advisor to customers, proactively managing relationships, driving service contract renewals, identifying upsell opportunities, and ensuring the reliability and efficiency of mission-critical infrastructure, including power and thermal systems.
This role bridges sales, operations, and service delivery, ensuring customer outcomes are achieved while supporting Vertiv's recurring revenue growth strategy.Key ResponsibilitiesCustomer Relationship OwnershipOwn assigned customer accounts across the service lifecycleBuild strong, long-term relationships with key stakeholders (operations, facilities, procurement)Act as the primary point of contact for service-related mattersConduct regular business reviews (QBRs) and performance updatesService Contract Retention & growthDrive renewals of service contracts and maintenance agreementsIdentify and execute upsell and cross-sell opportunities (e.g., upgrades, digital services, monitoring solutions)Support pipeline development in collaboration with Service SalesAchieve revenue and retention targetsCustomer Success & Value RealizationEnsure customers achieve expected outcomes from Vertiv solutionsMonitor system performance, uptime, and service KPIsProvide proactive recommendations to improve efficiency, resilience, and lifecycle costPromote adoption of advanced service offerings (e.g., remote monitoring, predictive maintenance)Service Delivery CoordinationWork closely with Field Service, Technical Support, and Operations teamsEnsure service delivery meets SLA commitments and quality standardsTrack and resolve service issues, escalations,



and customer concernsDrive continuous improvement in service executionInstalled Base ManagementMaintain accurate records of customer assets and service coverageIdentify gaps in service coverage and propose solutionsSupport lifecycle planning including upgrades, replacements, and expansionsData-Driven Insights & ReportingLeverage service data and analytics to provide actionable insightsPrepare and present customer reports and dashboardsTrack KPIs such as uptime, response times, and contract performanceCross-Functional CollaborationPartner with:Service SalesProject Delivery TeamsEngineering & Product ManagementSupply Chain & PartsEnsure seamless handover from project execution to service lifecycle supportKey Performance Indicators (KPIs)Service contract renewal rate (%)Recurring revenue growthUpsell / cross-sell conversion ratesCustomer satisfaction (e.g., NPS, CSAT)SLA performance (response and resolution times)Installed base coverage (%)Churn ReductionQualifications & ExperienceBachelor's degree in Engineering, Business, or related field5-10+ years of experience in customer success, service sales, or account managementExperience in data centers, critical infrastructure, or industrial service environments preferredProven track record in managing enterprise or strategic accountsSkills & CompetenciesStrong relationship and stakeholder management skillsCommercial acumen with a focus on recurring revenueTechnical understanding of power, cooling, and critical infrastructure systemsData-driven mindset with analytical capabilityExcellent communication and presentation skillsProblem-solving and proactive customer engagementAbility to work in a matrix, cross-functional environmentTravel RequirementsModerate travel ******%) depending on customer portfolioAbout The TeamEqual Prospect EmployerWe promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.
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📌 Customer Success Manager (Melbourne)
🏢 Vertiv
📍 Melbourne