Manager, Customer Success (China)

new practices, and helps ensure consistency in customer engagement and renewal hygiene. It acts as a critical bridge between strategy and day‑to‑day delivery.

Responsibilities

Provide front‑line coaching and day‑to‑day leadership

• Supports CSMs in executing success plans, preparing for key customer interactions, and managing renewal hygiene.

• Reinforces expectations around role clarity, customer cadence, and value‑led engagement.

Improve execution consistency and quality

• Acts as the first line of support to identify execution gaps, early risk, or capability needs.

• Helps standardise practices and reduce avoidable rework or escalation.

Model the future‑state CSM role

• Demonstrates strong customer conversations, value articulation, and internal partnership.

• Sets the tone for how CSMs engage customers and stakeholders.

Support capability development and readiness

• Provides feedback and guidance to help CSMs build confidence and commercial maturity.

• Identifies when additional support or escalation is required.

Escalate appropriately and early

• Knows when to resolve issues locally versus when to escalate to the CSMgr Manager.

• Helps protect customer outcomes by surfacing risk before it becomes material.

People Management & Change Reinforcement

• Provide close‑to‑the‑work coaching to reinforce execution discipline, role clarity, and confidence in customer interactions.

• Actively support adoption of new practices by identifying friction, answering "how do I do this now?" questions, and escalating blockers early.

• Reinforce expectations through daily behaviours, feedback, and practical guidance rather than process or policy.

• Support workload balancing and early identification of execution or capability gaps.

• Role‑model Equinix values through openness to feedback, collaboration, and a practical, action‑oriented approach to improvement.

Knowledge & Experience

• Relevant experience in Customer Success or a related GTM function.

• Strong understanding of customer engagement, success planning, and renewal processes.

• Exposure to coaching or informal people leadership responsibilities.

• Comfortable operating within a defined operating model and escalating appropriately.

Skills & Attributes

• Strong execution focus with attention to detail.

• Practical coach with a supportive leadership style.

• Clear communicator who reinforces expectations through behaviour.

• Collaborative and approachable.

• Bias for action and continuous improvement.

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This posting is a new position within our organization.