Customer Success Manager 2

-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.

Key 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.

Required Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally in a B2B environment

• Strong analytical mindset with the ability to interpret data, identify trends, and drive informed decisions to optimize customer outcomes

• Exceptional communication and interpersonal skills, including the ability to influence stakeholders, present ideas clearly, and build trusted relationships

• Proficiency with CRM systems (e.g., Salesforce), Customer Success platforms (e.g., Gainsight), and BI tools (e.g., Tableau or similar)

• Demonstrated success in managing renewals, identifying upsell opportunities, and articulating ROI to customers

• Technical acumen with foundational knowledge of digital infrastructure solutions (e.g., networking, cloud services, interconnection); eagerness to deepen expertise through ongoing learning

Preferred Qualifications

• Experience working in SaaS, technology, or telecommunications industries

• Familiarity with structured customer onboarding frameworks, success planning methodologies (e.g., EBRs/QBRs), or customer health scoring

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.

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