Customer Success Manager (Americas) - Liquid Cooling

Vertiv Corporation • Westerville, OH • 3h ago

Job Description

Job Summary

The Global Customer Success Manager (GCSM) - Liquid Cooling is responsible for protecting customer operations and experience during the deployment, operation, and lifecycle of global, mission-critical products. This role leads the end-to-end customer response when field issues, quality events, or operational disruptions occur, ensuring rapid containment, clear communication, and structured resolution that maintains customer confidence and operational continuity.

The GCSM acts as the single global owner for customer experience during disruptive events, coordinating cross-functional teams across Engineering, Quality, Service, Supply Chain, and Manufacturing to resolve issues at speed and scale.

Responsibilities:

Hands on experience on DFM/DFA, PFMEA control plans and process capability validation.

Field issue and event leadership and management of global customer experience for deployed products used in mission-critical operations.

Minimize customer operational risk when field issues, defects, recalls, or performance degradation events occur.

Act as the primary escalation owner for customer-impacting events that threaten uptime, safety, or reputational harm.

Lead response to field incidents, including product failures, quality escapes, systemic performance issues, and supply-driven disruptions.

Cross-Functional Orchestration, coordinate Engineering, Quality, Service, Operations, Procurement, and Logistics teams to resolve customer issues end-to-end.

Ensure root-cause analysis (RCA), corrective actions, and preventive actions (CAPA) are executed and tracked.

Escalate decisively when timelines, quality, or customer commitments are at risk.

Customer Communication & Trust serve as the single point of accountability for customer communication during disruptive events.

Deliver to customer execution management clear, factual, and timely updates.

Support executive-level customer conversations when required.

Capture lessons learned to improve future product launches and field readiness.

Continuous Improvement & Prevention Identify recurring field issues and drive systemic improvements into design, validation, manufacturing, and service processes.

Establish metrics for customer impact, resolution effectiveness, and time-to-recovery.

Champion customer-centric thinking across the product lifecycle.

Requirements:

Bachelor's degree in engineering, Operations, or a related technical discipline (master's preferred).

8+ years' experience in customer success, field operations, service leadership, quality, or program management in mission-critical environments (e.g., data centers, industrial systems, energy, medical, aerospace).

Proven experience leading cross-functional teams through high-pressure, customer-impacting events.

Strong understanding of field failure management, quality systems, and operational risk.

Strong Preference:

Crisis and event leadership with Executive-level customer communication

Structured problem solving and RCA operational discipline and urgency.

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity.

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