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

We're looking for a Customer Success Manager 2 to deliver an exceptional customer experience, guide customers through onboarding, and support product adoption. You'll manage a portfolio of commercial accounts and work closely with internal teams to ensure customers get consistent, high‑quality support.

Responsibilities

Customer Onboarding

• Lead customer kick‑off sessions and guide them through the onboarding journey.

• Use established onboarding playbooks while adapting to customer needs when needed.

• Communicate clear expectations, timelines, and next steps.

• Explain how different Equinix teams support customers and when to engage them.

• Collect key customer details to personalize their onboarding experience.

• Conduct routine post‑onboarding follow‑ups to ensure a smooth transition.

Adoption & Customer Success

• Build and maintain Customer Success Plans for assigned accounts.

• Monitor customer usage patterns to identify adoption gaps or opportunities.

• Educate customers on Equinix products and new capabilities.

• Gather customer feedback and share it with internal teams to enhance the overall experience.

• Analyze feedback trends and recognize behavior patterns across accounts.

• Proactively review product utilization and suggest potential solutions.

• Join presales discussions at times to understand account potential.

• Act as a customer advocate across internal teams.

Issue & Escalation Management

• Validate, prioritize, and manage customer issues with guidance from management when needed.

• Document escalations and raise visibility for critical issues.

• Partner with internal teams to follow SOPs and keep customers informed.

• Participate in post‑mortems/root‑cause analyses and communicate outcomes to customers.

• Identify opportunities for process improvements.

• Serve as the primary customer contact for CSM‑managed escalations while coordinating with GEM and functional teams.

• Provide consistent and timely communication throughout escalations.

Account Management & Retention

• Support Sales and internal teams on account activities, renewals, and operational reviews.

• Flag early churn signals proactively.

• Manage Operational Survey Reviews and track follow‑up actions.

• Support follow‑ups from Customer Business Reviews (CBRs) and drive action items from Operational Business Reviews (OBRs).

• Proactively check in with customers to maintain high satisfaction.

• Handle simple customer projects independently.

Qualifications

• Min 5+ years of relevant working experience preferred

• Bachelor's degree preferred

• Proficiency in Mandarin Language required to communicate with Mandarin speaking customers

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. 

We use artificial intelligence in our hiring process. Learn more here.

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