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Vertiv · 1 day ago

Global Customer Success Manager (GCSM) - Liquid Cooling

Westerville, OH, United States

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

Vertiv is a global critical infrastructure and data center technology company, and they are seeking a Global Customer Success Manager (GCSM) - Liquid Cooling. This role is responsible for protecting customer operations during the deployment and lifecycle of mission-critical products, ensuring effective resolution of field issues and maintaining customer confidence.

Data CenterInformation TechnologyIT InfrastructureTelecommunications

No H1B

U.S. Citizen Only

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

Qualification

Crisis leadershipField failure managementCross-functional team leadershipStructured problem solvingOperational risk managementRoot cause analysis (RCA)Bachelor’s degree in engineering8+ years in customer successCustomer communicationContinuous improvement

Required

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