Senior Director of Customer Experience, Vantage Data Centers
$210-230k
+ Bonus. Salary given is for Colorado and may vary by location.
Expected travel up to 30%+
Customizable enterprise data center solutions
Be an early applicant
Customizable enterprise data center solutions
1001+ employees
Be an early applicant
$210-230k
+ Bonus. Salary given is for Colorado and may vary by location.
Expected travel up to 30%+
1001+ employees
Company mission
To design, build and operate resilient, sustainable digital infrastructure for the world’s leading technology companies with a relentless focus on customer experience.
Role
Who you are
- The ideal candidate possesses a strong blend of strategic thinking, leadership skills, and a deep understanding of the Data Center industry and will be principle point of contact for all escalations
- Bachelor’s degree in Business Administration, Marketing, or a related field is required. An MBA or relevant advanced degree is preferred
- Minimum of 7 years of experience in customer experience, customer success, or a related field, with at least 3 years in a senior leadership role
- Proven experience in a senior leadership role within the customer success function, preferably in the Data Center industry
- Experience in Data Center or Critical Infrastructure industries, strongly preferred
- Excellent leadership and people management skills, with a track record of building and motivating high-performing teams
- Strong customer-centric mindset and ability to build and maintain long-term customer relationships
- Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels
- Analytical mindset with the ability to leverage data to drive decision-making and measure success
- Results-oriented with a focus on achieving targets and delivering exceptional customer experiences
- Proven ability to navigate and thrive in a fast-paced, dynamic environment
- Able to plan, organize and prioritize workload to meet deadlines
- Excellent planning and organisation skills with the ability to manage conflicting priorities and meet tight deadlines
- Assertive and confident and able to quickly build a high level of personal and professional credibility within the business and customer base
- Ability to lead and engage people in a fast-changing environment to achieve results through others
- Ability to build strong relationships with a diverse range of stakeholders, influencing and negotiating at the most senior levels
- Work effectively in collaboration cross-functionally to achieve shared goals and deliver business objectives
- Confident decision maker, even with incomplete or limited information
- Candidates must possess reliable transportation for reporting to site, or for any emergencies
- Strong computer skills including proficiency with Microsoft desktop and server operating systems, as well as Microsoft Office 365
- Travel required is expected to be up to 30% but may increase over time as the business evolves
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds
- Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values
What the job involves
- As part of the Vantage Operations team, the Customer Experience department is responsible for managing all aspects of customer relationships from the inception of the lease through the full operational lifecycle
- This team ensures that data modules are delivered, monitored, and maintained per contractual requirements; supports customer requests and audits to demonstrate compliance; provides customers with visibility into the performance and maintenance of their data modules through our Portal; and tracks and reports on customer service levels (SLAs)
- The Customer Experience team partners closely with the Special Projects and Connectivity teams to ensure seamless coordination across Operations and Construction Delivery
- The Special Projects function focuses on ongoing maintenance, end-of-life equipment replacement, site investments, and customer-driven requests—ensuring operational excellence and alignment with evolving customer needs
- Together, these teams embody Vantage’s customer-first approach by proactively managing site performance, maintaining transparency, and ensuring an exceptional experience throughout the customer journey
- As the Senior Director, Customer Experience within Vantage you will play a pivotal role in driving customer satisfaction, retention, and success within our Data Centers
- You will lead a team responsible for ensuring our customers receive exceptional support and achieve their desired outcomes
- Serve as the primary escalation point for customer issues, ensuring timely and effective resolution
- Partner with internal teams to deliver consistent, high-quality customer service
- Build and maintain strong relationships with key customer stakeholders, acting as a trusted advisor
- Monitor customer health and proactively address concerns to maintain satisfaction and loyalty
- Support the development and execution of customer experience initiatives aligned with company goals
- Identify opportunities to improve the customer journey from onboarding through service delivery
- Lead and develop a high-performing customer experience team, providing coaching and support
- Ensure team performance meets or exceeds service level agreements (SLAs)
- Foster a customer-first mindset across the team and broader organization
- Collaborate with Sales, Operations, Construction, and Design teams to drive customer satisfaction and ensure seamless implementation and delivery of services
- Act as a strategic partner to senior leadership, providing insights and recommendations based on customer feedback and market trends
- Define and measure key customer success metrics, regularly reporting on progress and identifying areas for improvement
- Develop a Continuous Service Improvement (CSI) matrix based on client and management feedback and personal observations and implement it across the organization
- Take responsibility for delivering product and services revenue and gross margin (GM) targets, aligning customer success initiatives with financial performance
- Identify and address opportunities for innovation in the customer experience, leveraging feedback and data to drive enhancements
- Champion initiatives that enhance the overall customer journey and ensure Vantage remains a leader in customer satisfaction within the data center industry
- Develop all direct reports by identifying training requirements and mentoring team members to achieve their professional growth and success
- Handle additional duties as assigned by Management
Application process
- We’ll be accepting applications for at least one week from the date this role is posted (22/10/2025). If you're interested, we encourage you to apply soon—we’re excited to find the right person and will keep the role open until we do!
Our take
AI technology is scaling, demanding more powerful and expensive facilities to store the data of the companies that are spearheading this acceleration. Because AI tech demands higher-powered cooling requirements, extra effort must go into keeping these data centers carbon neutral, which is why Vantage Data Centers designs facilities that are efficient, scalable, and sustainable.
Such a rapidly growing market means the facilities and infrastructure supporting it must be flexible and suitable for expansion. Vantage keeps this in mind, designing scalability into its centers. It now operates 32 hyperscale campuses across the globe, serving several leading technology companies. In 2017, it was acquired by Digital Bridge Holdings, and has surpassed Unicorn status with a valuation of $15 billion.
With VC awarded at the start of 2024, Vantage is extending and accelerating its capabilities across North America and the EMEA regions. As cloud computing and AI companies grow at a breakneck pace, Vantage has established itself as the obvious data-storage choice for hyperscaling companies, which sets it up for great success in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2025
$1.6bn
GROWTH EQUITY VC
Jan 2024
$6.4bn
GROWTH EQUITY VC
Total funding: $13.2bn
Company HQ
Golden Square Mile, Montreal, QC
Leadership
Sureel Choksi
(CEO)Previously on the Board of Directors at Vantage before being promoted to CEO in 2013. Alongside his work at Vantage, Choksi is on the Board for Scala Data Centers, Zayo Group and Strada Education Foundation.
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