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.
Job Summary
The 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.
Responsibilities
Customer Onboarding
Utilize diverse judgment to tailor onboarding approaches based on customer needs and project scope
Facilitate 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 them
Apply structured onboarding methodology with continuous follow-up to ensure smooth handoff and adoption
Adoption & Success Management
Develop and maintain Customer Success Plans aligned with customer goals and KPIs
Conduct Quarterly Business Reviews (QBRs) and strategic check-ins to review progress and align on objectives
Monitor product utilization and proactively recommend solutions or add-ons to drive adoption
Collect and analyze feedback to improve customer experience and influence product roadmap
Proactive Account Management
Identify risks before they escalate and implement mitigation strategies
Design success plans (adoption plans, QBRs, roadmaps) – good to have, not mandatory
Drive renewals and expansions through consultative engagement and value demonstration
Issue & Escalation Management
Validate, prioritize, and manage escalations with urgency and transparency
Work cross-functionally to provide timely updates and resolutions
Identify process improvement opportunities leveraging existing frameworks
Conduct postmortem/root cause analysis and implement corrective actions
Analytical & Insights-Driven
Run health score reviews and interpret trends to predict risk and growth potential
Translate analytics into actionable strategies that improve adoption and customer outcomes
Cross-Functional Collaboration
Partner with Delivery, Support, Sales, Marketing, Product, and Operations teams to ensure a seamless customer experience
Share best practices and contribute to organizational process improvements
Qualifications
Core Competencies
Customer-Centric Mindset: Builds trust, empathy, and strong relationships
Strategic Thinking: Aligns success plans with business objectives
Analytical Skills: Uses data to drive decisions and predict outcomes
Influencing & Communication: Persuasive, clear, and effective in managing escalations
Technical Proficiency: Comfortable with CRM (Salesforce), Gainsight, BI tools
Revenue Accountability: Skilled in renewals, upselling, and ROI demonstration
Proactive Problem-Solving: Anticipates risks and drives continuous improvement
Success Metrics
Net Revenue Retention (NRR)
Customer Health Score (CHS)
Time to Value (TTV)
Renewal Rates
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.
Top Skills
What We Do
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company™, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.
