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 SummaryThe 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.ResponsibilitiesCustomer OnboardingUtilize diverse judgment to tailor onboarding approaches based on customer needs and project scopeFacilitate 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 themApply structured onboarding methodology with continuous follow-up to ensure smooth handoff and adoptionAdoption & Success ManagementDevelop and maintain Customer Success Plans aligned with customer goals and KPIsConduct Quarterly Business Reviews (QBRs) and strategic check-ins to review progress and align on objectivesMonitor product utilization and proactively recommend solutions or add-ons to drive adoptionCollect and analyze feedback to improve customer experience and influence product roadmapProactive Account ManagementIdentify risks before they escalate and implement mitigation strategiesDesign success plans (adoption plans, QBRs, roadmaps) – good to have, not mandatoryDrive renewals and expansions through consultative engagement and value demonstrationIssue & Escalation ManagementValidate, prioritize, and manage escalations with urgency and transparencyWork cross-functionally to provide timely updates and resolutionsIdentify process improvement opportunities leveraging existing frameworksConduct postmortem/root cause analysis and implement corrective actionsAnalytical & Insights-DrivenRun health score reviews and interpret trends to predict risk and growth potentialTranslate analytics into actionable strategies that improve adoption and customer outcomesCross-Functional CollaborationPartner with Delivery, Support, Sales, Marketing, Product, and Operations teams to ensure a seamless customer experienceShare best practices and contribute to organizational process improvementsQualificationsCore CompetenciesCustomer-Centric Mindset: Builds trust, empathy, and strong relationshipsStrategic Thinking: Aligns success plans with business objectivesAnalytical Skills: Uses data to drive decisions and predict outcomesInfluencing & Communication: Persuasive, clear, and effective in managing escalationsTechnical Proficiency: Comfortable with CRM (Salesforce), Gainsight, BI toolsRevenue Accountability: Skilled in renewals, upselling, and ROI demonstrationProactive Problem-Solving: Anticipates risks and drives continuous improvementSuccess MetricsNet Revenue Retention (NRR)Customer Health Score (CHS)Time to Value (TTV)Renewal RatesEquinix 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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