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About the Role

The Customer Success Manager is responsible for driving initiatives that enhance customer engagement, satisfaction, and retention throughout the customer lifecycle. This role partners on the post-sales customer journey, developing strategies to resolve pain points, improve customer experience, and maximize product value realization. The CSM will help build best-in-class retention and satisfaction, developing a revenue-generating success plan, and working with cross-functional teams to ensure a world-class customer experience and value realization. Acts as a trusted, strategic advocate that drives customer engagement, adoption, and retention, ultimately enabling customer success and contributing to long-term business growth. Responsible for post-sale relationships, including enablement, renewals, upselling, and collaborating with the Service Manager to support and monitor service management, while supporting the overall customer experience. The role requires an individual with exceptional influencing and interpersonal skills, and a results-driven approach.

Responsibilities

Facilitate customer onboarding, training (ECP, best practices), and resource sharing (user guides, FAQs, etc.)
Develop and track success plans for effective adoption and value realization
Develops, maintains and tracks the progress of a Customer Success Plan.
Conducts regular CBRs with customers for strategic business conversations
Proactively monitors customer utilization, performance and compliance to drive product and process adoption
Articulate Equinix's products (current, future) to educate customers on concepts, practices, and recommend add-ons
Collect and manage customer feedback, providing information to relevant teams to improve the customer experience
Accountable for driving incremental sales and retaining existing revenue, by proactively sharing fit-for-purpose benefits that support adoption / growth and capture as CSQLs
Serve as primary post-sales contact and strategic consultation
Proactively manage renewals and retention
Flag churn risks and identify growth opportunities
Assesses issue/escalation to validate, prioritize and progress accordingly
Ensure adherence to standard operating procedures, policies/rules/restrictions and resolve customer issues and escalations
Engage stakeholders and conduct post-mortem analyses
Collaborates across cross-functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance customer experience
Support organizational evolution and ongoing process improvements

Requirements

Proven experience in customer experience, upselling and retention, customer success (preferably in a B2B SaaS/Technology company)
Proven track record of successfully building strong customer relationships and growing the business and organization.

Skills

Customer-centric mindset; excels at relationship building, active listening, empathy
Strategic thinking and planning; aligns success plans with business goals & KPIs
Analytical and data-driven; skilled in health scoring, usage analysis, outcome mgmt
Effective communicator; persuasive, clear, and adept at managing escalations and cross-functional collaboration
Technical proficiency; comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platforms
Change enablement; leads onboarding, adoption, and process improvement initiatives
Negotiation & financial acumen; manages renewals, contract terms, ROI demonstration
Proactive problem-solver; identifies risks, mitigates churn, drives continuous improvement
Skilled in standardization for scalable success

About the Company

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.

Equal Opportunity

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.
This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.
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. (US Applicants) Please click here to see the “Know Your Rights: Workplace Discrimination is Illegal” poster and supplement. Please click here to see our EEO Policy Statement. Please click here to see our Pay Transparency Policy Statement.
Equinix participates in E-Verify. U.S. Citizenship and Immigration Services (USCIS) is the government agency that oversees lawful immigration to the United States. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility. To learn more about the E-Verify program, please visit E-Verify. www.equinix.com/company/legal/careers-verify-participation/ www.equinix.com/company/legal/osc-right-to-work/
Accessibility and Accommodations: 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 maintains a list of preferred recruiting agencies. If your company is not on our list, please do not contact us regarding our postings. Please also refrain from making contact with anyone outside of the company HR department.
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