Customer Success Manager

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 responsible for driving initiatives that enhance customer engagement, satisfaction and retention throughout the customer lifecycle. The CSM partners on the post sales customer journey, developing strategies to resolve pain points, improve customer experience, and maximize the value realized from products. 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.ResponsibilitiesOnboardingFacilitate customer onboarding, training (ECP, best practices), and resource sharing (user guides, FAQs, etc.)Develop and track success plans for effective adoption and value realizationAdoption and Success ManagementDevelops, maintains and tracks the progress of a Customer Success Plan. Conducts regular CBRs with customers for strategic business conversationsProactively monitors customer utilization, performance and compliance to drive product and process adoptionAble to articulate Equinix's products (current, future) to educate customers on concepts, practices, and recommend add-onsCollect and manage customer feedback, providing information to relevant teams to improve the customer experienceAccountable for driving incremental sales and retaining existing revenue, by proactively sharing fit-for-purpose benefits that support adoption / growth and capture as CSQLsAccount Management & Retention & GrowthServe as primary post-sales contact and strategic consultationProactively manage renewals and retentionFlag churn risks and identify growth opportunitiesIssue & Escalation ManagementAssesses issue/escalation to validate, prioritize and progress accordinglyEnsure adherence to standard operating procedures, poli...