Customer Success Manager at Keel Infrastructure in New York, NY

Job description

Careers at Keel Keel Infrastructure is a publicly traded energy and digital infrastructure company that develops and owns data centers and power assets across North America. At Keel, you’re not just joining a company, you’re helping build the infrastructure behind the future of compute. Why Keel We’re at the intersection of energy and technology, two industries transforming in real time. The work is complex. The pace is fast. The impact is real. You’ll be part of a team that values: Ownership — we take responsibility and follow through Collaboration — we work across teams, functions, and borders Curiosity — we ask questions and keep learning Endurance — we build for the long term What It Feels Like to Work Here Fast-moving, high-growth, and hands-on Smart, driven people solving real challenges together Work that directly supports AI and next-generation infrastructure Room to grow, stretch, and take on more What We Offer Competitive salary, bonus and equity opportunities Comprehensive health and wellness benefits Retirement savings with company contribution Employee referral program We are currently looking for a Customer Success Manager to join our team Role Summary Keel Infrastructure is seeking a Customer Success Manager in Program Delivery to serve as the tenant’s day-to-day point of contact and make sure the tenant’s needs are captured at intake and delivered through design, construction, and operations handover. Reporting to the VP, Data Center Program Delivery, this role acts as the liaison between the tenant and the development team on behalf of Keel. The role works closely with Tenants, Leasing and Corp Dev, Pre-Construction, the Program Coordinator, Engineering, Project Controls, Construction Delivery, and Operations. Key Responsibilities Intake with Leasing: Support Leasing in collecting tenant project requirements and prepare a Tenant Deliverable Package (Basis of Design, specifications, drawings, models, OPRs, reporting standards, delivery strategy, acceptance criteria, schedule expectations, assumptions/constraints). Collaboration with Engineering, Pre-Construction, and Construction: Maintain the tenant’s deliverable package requirements from intake through operational handover as the source of truth for each work stream. Stakeholder Relationship & Reporting: Own the tenant relationship day to day as single point of contact; run regular touchpoints and action items; prepare tenant-facing reports with Project Controls and the Program Coordinator covering RFIs, schedule, progress, risks, and upcoming decisions. Change Management: Manage a change control process to receive, log, and route tenant change requests and issues to closure; evaluate scope, cost, and schedule impact with Project Controls; escalate to the VP of DC Program Delivery when a decision or exception is needed. Tenant Expectations: Ensure metrics and expectation criteria are included to meet tenant milestones through design, construction, and commissioning; obtain approvals and facilitate feedback through design reviews, construction milestones, and tenant handover readiness. Project Close Out: Deliver a complete close out package with the Program Coordinator; work with Construction to validate punch list items; coordinate with the Director of Quality Assurance / Commissioning and VP of Operations on testing and commissioning requirements. Commercial Awareness: Deal terms belong to Leasing and Corp Dev; surface commercial questions and misalignment to them early, and address technical, cost, and schedule responses with Engineering and Project Controls. Technical Acumen: Evaluate technical information from tenants to flag scope gaps or scope creep; understand the flow of data center design and construction phases from concept through completion. Qualifications Required 8+ years in a tenant/client-facing role on behalf of a complex mission critical project, providing program management or customer account roles in construction, infrastructure, data cen