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About the Role

The Senior Manager, Enterprise & Commercial Customer Success Management (CSM Channel) leads a team of Customer Success Managers to achieve sustained revenue growth, customer retention, and expansion for enterprise and commercial customers. This leadership role translates Customer Success strategy into disciplined execution, focusing on commercial capability, consistent customer outcomes, and operational rigor for renewals and expansions. The role collaborates with Sales and Service Management to ensure value realization, improve renewal predictability, and mitigate customer risk.

Responsibilities

Identify, manage, and mitigate renewal risk across the team’s customer portfolio.
Ensure customer success plans are outcome-focused, current, and aligned to customer value realization strategies.
Coach Customer Success Managers to lead value-based customer engagement and articulate clear business outcomes.
Drive adoption of new products, services, and commercial capabilities within the customer base.
Establish clear expectations for customer cadence, success planning, renewal readiness, and escalation.
Ensure consistent engagement practices that reduce variability and minimize reactive issues.
Partner with Sales Managers to align on renewal timing, messaging, and expansion opportunities.
Support strategic engagement with key stakeholders on operational risks, renewal sentiment, and executive relationships.
Leverage customer health indicators, risk signals, and portfolio insights to prioritize team effort.
Balance proactive intervention with capacity efficiency to maximize team impact.
Provide regular inspection, feedback, and enablement aligned to commercial outcomes.
Build readiness for team members progressing into senior CSM or leadership roles.
Coach and develop Customer Success Managers to strengthen commercial capability, confidence, and customer impact.
Translate transformation intent into clear expectations, operating routines, and behavioral standards.
Role-model outcome ownership by reinforcing operating model standards.
Enable change through prioritization, reinforcement of new ways of working, and resolution of ambiguity.
Plan and manage team capacity across renewal risk, customer value delivery, and growth opportunities.
Demonstrate inclusive leadership, timely feedback, and accountability for results during periods of change.

Requirements

Bachelor’s degree in a business-related discipline or equivalent practical experience.
Experience leading Customer Success or Go-To-Market teams in a scaled, segmented environment.
Proven track record in building and executing commercial capability and renewal strategies.
Strong understanding of adoption, retention, renewal readiness, and expansion disciplines.
Experience leading teams through operating model and behavioral change.

Skills

Strong simplifier with a bias toward clarity, able to define ownership unambiguously.
Customer- and commercial-outcome oriented.
Confident people leader and coach.
Data-informed, pragmatic, and action-oriented.
Collaborative, resilient, and comfortable operating in ambiguity.

Location

Warsaw Office WAO, Poland

Work Type

Full-time

Experience Level

Senior Manager

Education Level

Bachelor’s degree in a business-related discipline
Equivalent practical experience

Salary/Compensations

436,000 - 654,000 PLN / Annual

Benefits

Competitive, inclusive, sustainable, connected, and efficient benefits package.
Employee Assistance Program.
Pension (PPK), a contributory pension scheme.
Private Medical Insurance (PMI) for employees and eligible dependents.
Life and Accident Insurance cover.
Annual Leaves.
Flex Wallet (flexible spending account).
Multi-sport Card.
Lunch Pass Card.
Discount Portal.
Statutory allowances and reimbursements (remote working, corrective glasses).
Paid and unpaid leaves in line with local market practices and regulatory requirements.

About the Company

Equinix is the world’s digital infrastructure company, enabling innovations that enrich work, life, and the planet.
The company values bold ideas, human connection, and provides opportunities for individuals to shape their future.
A career at Equinix involves shaping what comes next, amplifying customer value through innovation, and influencing key decisions.
Employees find belonging, purpose, and a welcoming team, empowering them to do their best work.

Equal Opportunity

Equinix is committed to an employment process open to all individuals, including those with disabilities, offering assistance or accommodation as needed.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.
All qualified applicants 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.
Equinix participates in E-Verify to confirm employment eligibility.