Customer Success Manager 4

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 Summary The 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. Responsibilities Onboarding Facilitate customer onboarding, training (ECP, best practices), and resource sharing (user guides, FAQs, etc.) Develop and track success plans for effective adoption and value realization Adoption and Success Management Develops, maintains and tracks the progress of a Customer Success Plan. Conducts regular CBRs with customers for strategic business conversations Proactively monitors customer utilization, performance and compliance to drive product and process adoption Able to articulate Equinix's products (current, future) to educate customers on concepts, practices, and recommend add-ons Collect and manage customer feedback, providing information to relevant teams to improve the customer experience Accountable for driving incremental sales and retaining existing revenue, by proactively sharing fit-for-purpose benefits that support adoption / growth and capture as CSQLs Account Management & Retention & Growth Serve as primary post-sales contact and strategic consultation Proactively manage renewals and retention Flag churn risks and identify growth opportunities Issue & Escalation Management Assesses issue/escalation to validate, prioritize and progress accordingly Ensure adherence to standard operating procedures, policies/rules/restrictions and resolve customer issues and escalations Engage stakeholders and conduct post-mortem analyses Cross-Functional Collaboration Collaborates across cross-functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance customer experience Support organizational evolution and ongoing process improvements Qualifications Knowledge and Experience Proven experience in customer experience, upselling and retention, customer success (preferably in a B2B SaaS/Technology company) Proven track record of successfully building strong customer relationships and growing the business and organization Skills and attributes Customer-centric mindset; excels at relationship building, active listening, empathy Strategic thinking and planning; aligns success plans with business goals & KPIs Analytical and data-driven; skilled in health scoring, usage analysis, outcome mgmt Effective communicator; persuasive, clear, and adept at managing escalations and cross-fu