Customer Success Manager 2

Who are we?

Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. 
 

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you—because when you feel valued, you're empowered to do your best work.

Job Summary
The Customer Success Manager is a strategic partner responsible for ensuring customers achieve their desired outcomes and realize maximum value from Equinix solutions. This role drives engagement, adoption, and retention across the post-sales lifecycle, blending consultative relationship management with data-driven insights. The CSM acts as a trusted advisor, proactively mitigating risks, identifying growth opportunities, and contributing to revenue expansion and long-term business success.

Responsibilities

Customer Onboarding

• Utilize diverse judgment to tailor onboarding approaches based on customer needs and project scope

• Facilitate onboarding sessions, training, and resource sharing (ECP, best practices, FAQs)

• Clearly communicate internal processes and set expectations; explain roles of other Equinix teams and guide customers on how to leverage them

• Apply structured onboarding methodology with continuous follow-up to ensure smooth handoff and adoption

Adoption & Success Management

• Develop and maintain Customer Success Plans aligned with customer goals and KPIs

• Conduct Quarterly Business Reviews (QBRs) and strategic check-ins to review progress and align on objectives

• Monitor product utilization and proactively recommend solutions or add-ons to drive adoption

• Collect and analyze feedback to improve customer experience and influence product roadmap

Proactive Account Management

• Identify risks before they escalate and implement mitigation strategies

• Design success plans (adoption plans, QBRs, roadmaps) – good to have, not mandatory

• Drive renewals and expansions through consultative engagement and value demonstration

Issue & Escalation Management

• Validate, prioritize, and manage escalations with urgency and transparency

• Work cross-functionally to provide timely updates and resolutions

• Identify process improvement opportunities leveraging existing frameworks

• Conduct postmortem/root cause analysis and implement corrective actions

Analytical & Insights-Driven

• Run health score reviews and interpret trends to predict risk and growth potential

• Translate analytics into actionable strategies that improve adoption and customer outcomes

Cross-Functional Collaboration

• Partner with Delivery, Support, Sales, Marketing, Product, and Operations teams to ensure a seamless customer experience

• Share best practices and contribute to organizational process improvements

Qualifications

Core Competencies

• Customer-Centric Mindset: Builds trust, empathy, and strong relationships

• Strategic Thinking: Aligns success plans with business objectives

• Analytical Skills: Uses data to drive decisions and predict outcomes

• Influencing & Communication: Persuasive, clear, and effective in managing escalations

• Technical Proficiency: Comfortable with CRM (Salesforce), Gainsight, BI tools

• Revenue Accountability: Skilled in renewals, upselling, and ROI demonstration

• Proactive Problem-Solving: Anticipates risks and drives continuous improvement

Success Metrics

• Net Revenue Retention (NRR)

• Customer Health Score (CHS)

• Time to Value (TTV)

• Renewal Rates

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. 

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