We see maintaining uptime, general responsiveness, and lasting partnerships as fundamental to Customer Success (CS). As our Customer Success Managers (CSMs) know, only through a human-centered approach oriented toward empathy at every level can we ensure execution in the field and solid, consistent delivery, both crucial to maintaining our reputation as a world leader in comprehensive data center services.
Customer success for people-based solutions
Our CSMs play a critical role in maintaining mission-critical operations, ensuring success across the entire customer journey through hands-on problem-solving and relationships built on trust and responsiveness. By delivering skilled teams who solve complex challenges on the ground, they deliver measurable uptime, consistency, and operational performance, all supported by demonstrable adherence to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Customer Satisfaction Scores (CSAT), Net Promoter Score (NPS), and Ease of Doing Business (EoDB) are crucial here, helping track approval rates, advocacy, and long-term value, respectively.
These metrics all reflect the success of the skilled people we deploy, something that also applies to utilizing integrated Customer Relationship Management (CRM) tools to stay connected across the customer lifecycle. By helping us manage renewals, identify issues early, and coordinate internally with speed and transparency, our dashboards help drive strategic insights that are effective and actionable.
Full lifecycle partnership
Salute’s CSMs are involved before the first work order is even signed, working alongside Operations and Solutioning during onboarding to align expectations, clarify roles, and help both the customer and internal teams move forward with confidence. Once service begins, CSMs then monitor delivery quality and resolve issues before they escalate, acting as the quiet engine behind the scenes by coordinating with Legal, Accounting, HR, Talent Acquisition, Safety, and other teams.
They’re also sure to show up where the customer is, actively visiting sites to attend walkthroughs, escalation meetings, and business reviews. Through all of this, they take the time to listen to stakeholders and technicians alike. That blend of internal coordination and field engagement is central to how we operate and supports consistency across the design, build, and operate lifecycle, whether working on a single site or a global portfolio.
Throughout the process, while agile and flexible enough to adapt our model to fit each customer’s needs, with dedicated support for complex accounts and more structured engagement for others, we remain mindful not to reinvent the wheel. That’s why we work diligently to rely on proven playbooks and experience to provide predictability wherever possible, even when it means recommending a new solution.
Feedback that fuels action
Whether it comes from a walk-through, a quarterly review, or even just a passing comment, we’re always sure to log feedback through our Voice of the Customer (VOC) program and respond through formal business reviews and tactical engagements. That may involve simply clarifying the scope of the project or enhancing communication; other times, it may mean making staffing adjustments or realigning resources. Regardless, we work hard to ensure feedback drives continuous improvement, always circling back with clear, simple updates along the lines of, “Here’s what we heard. Here’s what we did. Here’s what’s next.”
These principles help our Customer Success Managers stay closely aligned with each customer’s business, adapting as needs change and ensuring delivery remains a reliable foundation for growth. They’re also empowered to identify and act on new opportunities. When a potential cross-sell fits within the current scope, they move quickly to expand services directly, only bringing in Sales, Solutions, and other relevant teams when broader solutions are needed. This ensures we don’t miss opportunities to add value, whether they emerge from daily conversations or strategic planning sessions.
In this way, we don’t see growth as a constant push for more equipment or resources, so much as identifying where we can help the customer solve a new problem or make general improvements. Whenever we see a gap to close, a challenge to simplify, or a service to strengthen, we always do what we can to advance that objective, being sure to ask questions, involve the right teams, and work through solutions. This ensures things work better, smarter, and more sustainably, incentivizing the client to bring us in earlier for future projects and, in turn, earning us a reputation for customer-oriented delivery.
Customer Success, the Salute way
Across the entire advise, design, build, operate, and refresh lifecycle, our customers are at the core. Our Customer Success Managers play a central role in advancing that by turning insights from both the field and the customer into clear, coordinated steps forward, all through consistency, responsiveness, and clear communication. This positions us as a dependable business partner that our customers can rely on, strengthening our reputation as a global provider of integrated lifecycle services for data centers.