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 CSMgr Manager leads a team of Customer Success Managers to deliver value‑led renewals, retention, and expansion across a defined portfolio of customers. This role is the primary people‑leadership lever for translating the Customer Success strategy into disciplined execution, building commercial capability, and ensuring consistent customer outcomes. The role operates in close partnership with Sales and Service Management to protect value realization and renewal predictability
Responsibilities
Own renewal outcomes and value realization for the portfolio
Accountable for identifying, managing, and mitigating renewal risk across the team’s book of business
Ensures customer success plans are outcome‑focused, current, and tied to renewal strategy.
Coach CSMs to lead value‑based customer engagement
Develops CSM capability to shift from service updates to value articulation, outcome framing, and commercial influence
Coaches teams to engage confidently with customer decision‑makers and executives.
Set execution standards and operating discipline
Establishes clear expectations for customer cadence, success planning, renewal readiness, and escalation
Ensures consistent execution across the team, reducing variability and late surprises.
Partner cross‑functionally to protect outcomes
Works closely with Sales Managers to align on renewal timing, messaging, and expansion opportunities
Engages Service Managers early when operational risk threatens customer value or sentiment
Use data and signals to prioritise action
Leverages customer health, risk indicators, and portfolio insights to focus team effort where it matters most
Balances proactive intervention with efficient use of capacity
Develop commercial talent and future leaders
Provides regular coaching, feedback, and enablement aligned to commercial expectations.
Builds readiness for progression into senior CSM or leadership roles
People Management & Change Delivery
Coach and develop Customer Success Managers to strengthen commercial capability, confidence in value‑led customer conversations, and execution discipline
Translate transformation intent into clear expectations, routines, and behaviours for the team, reinforcing what “good” looks like in the new model
Enable change through day‑to‑day leadership: prioritising work, reinforcing new ways of working, and addressing friction or ambiguity early
Plan and manage team capacity to support focus on renewal risk, customer value, and commercial opportunity
Model Equinix values through inclusive leadership, timely feedback, and accountability for outcomes during ongoing change
Qualifications
Advanced English
Bachelor’s degree in a business‑related discipline or equivalent experience
Experience leading Customer Success or GTM teams in a scaled, segmented environment
Demonstrated experience coaching commercial capability and renewal execution
Strong understanding of adoption, renewal readiness, retention, and expansion disciplines
Comfortable leading teams through operating‑model and behavioural change
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 a new position within our organization.
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.
