Director of Customer Success and Implementation
On-siteAshburn, Virginia, United States
Job Summary
Coordinate end-to-end onboarding and client success from kickoff through launch and operations across colocation, neocloud, and enterprise data center facilities. Lead technical scoping with customer IT teams to define data integration requirements for BMS, DCIM, and telemetry pipelines. Serve as the primary contact for clients during implementation, translating operational environments into actionable configuration requirements for engineering. Define and document intake protocols, project plans, technical checklists, and escalation paths to systematize the function for future scaling. Manage deployments across on-prem and cloud environments, acting as final QA before client delivery while tracking KPIs to inform product features and delivery strategies.
Required Qualifications
- 7-10 years as a Technical Program Manager in data center infrastructure, cloud platforms, AI/ML systems, or energy infrastructure
- Strong understanding of physical equipment and mission critical environments
- High level of proficiency with big data, visualization, and machine learning
- Proficiency with tooling including Salesforce, Jira, Claude etc
- Proven track record of taking products and programs from concept to launch using frameworks and Agile practices
- Live in the details of operational KPIs and use data to address client / system pain points to drive product adoption and business decisions
- Exceptional written and verbal skills, with the ability to articulate technical concepts to both engineers and C-suite stakeholders
- A curiosity-driven 'builder' mentality with comfort in fast-moving, ambiguous environments
- Proven ability to influence cross-functional teams and diverse stakeholders without direct authority
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