Role Overview

The Customer Success Advisor will be responsible for managing all aspects of customer relationships from the inception of the lease.

Requirements Summary

Key responsibilities include:

• Ensuring customer requirements are delivered, monitored, and maintained according to lease contracts; supporting customer requests and audit processes to prove compliance; providing customers with visibility into the performance and maintenance of their leased spaces through a customer portal; tracking and reporting on customer SLAs; and generating regular reports, analytical insights, and forecasts for Operations and Executive Leadership.
• Ensuring superior delivery to TONOMUS’s customers, the Customer Success Advisor will work closely with all TONOMUS departments and stakeholders throughout the lifecycle of lease e.g. fit-out, delivery, and operations to ensure customer success.
• Owning the client experience, from onboarding to exceptional service delivery.
• Acting as the primary point of contact, you’ll drive customer success, ensure SLAs are met, and foster long-term partnerships.
• Directly representing our brand, nurture relationships, and make you an indispensable partner to our clients.

ROLE COMPETENCIES & ACTIVITIES

• Engage & Lead: Build strong relationships through proactive client engagement and regular service reviews.
• Ensure Excellence: Monitor SLA compliance, resolve incidents, and lead post-implementation client onboarding.
• Drive Growth: Identify organic growth opportunities and mitigate churn risks through personalized service.
• Enhance Communication: Maintain seamless coordination with internal teams and keep customers informed during critical incidents.
• Customer Advocate: Create tailored playbooks, close feedback loops, and manage escalations with urgency and transparency.
• Service Improvement: Champion process enhancements and service improvements to elevate the customer experience.
• Impact: Own the P&L for your clients, shaping their success while driving TONOMUS data center forward.
• Collaboration: Work closely with cross-functional teams and contribute to business development.
• Flexibility: Empowered to lead with autonomy and creativity in a fast-paced, client-centric environment.
• Growth: Join a company committed to innovation, professional development, and service excellence.

Experience & Qualifications

Knowledge, Skills and Experience

• 8+ years in customer-facing roles, ideally in data centers, utilities, IT, or telecoms.
• Experience managing complex, international clients with a focus on Service Management (ITIL preferred).
• Proven ability to solve problems, manage stakeholders, and drive operational excellence.
• Exceptional interpersonal, organizational, and communication skills.

Qualifications

• Bachelor’s degree in Business, IT, Engineering, or equivalent experience.