Customer Success Manager 3 at Equinix in San Jose, CA | USD96,000-144,000 | Kablio

Role

Description

onboarding

issue management

renewals

success planning

utilization monitoring

feedback

Facilitate customer onboarding, training (ECP, best practices), and resource sharing (user guides, FAQs, etc.)
Assesses issue/escalation to validate, prioritize and progress accordingly
Engage stakeholders and conduct postmortem analyses
Negotiation & financial acumen; manages renewals, contract terms, ROI demonstration
Change enablement; leads onboarding, adoption, and process improvement initiatives
Collaborates across cross-functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance the customer experience
Ensure adherence to standard operating procedures, policies/rules/restrictions and resolve customer issues and escalations
Develops, maintains and tracks the progress of a Customer Success Plan
Conducts regular CBRs with customers for strategic business conversations
Collect and manage customer feedback, providing information to relevant teams to improve the customer experience
Develop and track success plans for effective adoption and value realization
Flag churn risks and identify growth opportunities
Support organizational evolution and ongoing process improvements
Proactively manage renewals and retention
Proactively monitors customer utilization, performance and compliance to drive product and process adoption
Accountable for driving incremental sales and retaining existing revenue, by proactively sharing fit-for-purpose benefits that support adoption / growth and capture as CSQLs
Serve as primary post-sales contact and strategic consultation

Requirements

salesforce

gainsight

bi platforms

problem solving

communication

bachelor's

Effective communicator; persuasive, clear, and adept at managing escalations and cross-functional collaboration
Proactive problem-solver; identifies risks, mitigates churn, drives continuous improvement
Analytical and data-driven; skilled in health scoring, usage analysis, outcome mgmt
Strategic thinking and planning; aligns success plans with business goals & KPIs
7+ years' experience preferred
Able to articulate Equinix's products (current, future) to educate customers on concepts, practices, and recommend add-ons
Technical proficiency; comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platforms
Customer-centric mindset; excels at relationship building, active listening, empathy
Skilled in standardization for scalable success
Bachelor's degree preferred

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1998

Year Established

The company was established in 1998, marking the beginning of its journey in providing data center and interconnection services.

25+ Countries

Global Presence

Operates in over 25 countries, showcasing its extensive international reach and capability to serve a global clientele.

200+ Data Centers

Global Infrastructure

Provides essential services through over 200 data centers worldwide, supporting digital ecosystems and business growth.

World’s largest provider of data center and interconnection services.
Offers cutting-edge solutions that enable businesses to scale and adapt to the digital age.
Facilitates high-performance connections for industries like cloud computing, telecommunications, and finance.
Provides services including hybrid cloud solutions, network and application performance optimization, and interconnection for business ecosystems.
At the forefront of advancing global digital transformation through strategic partnerships with leading companies.
Innovative business models drive enterprise infrastructure modernization, ensuring security and compliance.

Culture + Values

Thriving workplace where every colleague is valued and respected for who they are and what they contribute
Foster belonging—cultivating an environment where every employee feels empowered to bring their authentic selves to work
Deliberate inclusion of all perspectives to strengthen decision‑making and business outcomes
Programs to enhance workplace experience and attract high‑performing talent

Environment + Sustainability

Net-zero by 2040

Greenhouse Gas Emissions Target

Committed to achieving net-zero greenhouse gas emissions across all scopes by 2040, verified by Science Based Targets.

50% reduction by 2030

Emission Reduction Target

Reducing Scope 1/2 emissions and fuel/energy-related Scope 3 emissions by half from 2019 levels by 2030.

100% Renewable Energy

Global Portfolio Goal

Aiming to source 100% of energy from renewable sources across all operations by 2030, having reached 96% in 2024.

A-List Recognition

CDP Climate Change

Achieved consecutive years of 'A-List' recognition from CDP for climate change management and transparency.

Target global average PUE of 1.33 by 2030; achieved 1.39 in latest reporting (6% improvement YoY)
Installed 72 MW fuel cells (capable of H₂ blends), avoiding 285,000 MTCO₂e and 382 billion gallons of embedded water use
Consumed 8,560 GWh electricity across 268 data centers in 35 countries, with 1,285 MW of long-term PPAs
Reduced operational Scope 1/2 emissions 24% from 2019 baseline; total 2024 footprint 1,747,700 MTCO₂e
Issued ~$6.9 billion in green bonds to finance green buildings, energy efficiency, renewable energy, and decarbonization projects

Inclusion & Diversity

17% increase

Women Employees Increase

Represents a significant global growth in the number of women employees over the past year.

14% increase

Black/African-American Employees

Signifies a notable rise in the number of U.S.-based Black/African-American employees.

47 organizations

Digital Inclusion Funding

Reflects the number of organizations supported by the foundation to enhance digital access and skills development.

11–37% increase

Employee Volunteer Hours

Highlights the growth in global volunteer hours, with a notable example of 25,300 hours in the latest reporting period.

Articles

Investor Relations – Contact & Info

Life at Equinix (Careers Blog)

Customer-Side Support & Feedback

Role

Description

onboarding

issue management

renewals

success planning

utilization monitoring

feedback

Facilitate customer onboarding, training (ECP, best practices), and resource sharing (user guides, FAQs, etc.)
Assesses issue/escalation to validate, prioritize and progress accordingly
Engage stakeholders and conduct postmortem analyses
Negotiation & financial acumen; manages renewals, contract terms, ROI demonstration
Change enablement; leads onboarding, adoption, and process improvement initiatives
Collaborates across cross-functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance the customer experience
Ensure adherence to standard operating procedures, policies/rules/restrictions and resolve customer issues and escalations
Develops, maintains and tracks the progress of a Customer Success Plan
Conducts regular CBRs with customers for strategic business conversations
Collect and manage customer feedback, providing information to relevant teams to improve the customer experience
Develop and track success plans for effective adoption and value realization
Flag churn risks and identify growth opportunities
Support organizational evolution and ongoing process improvements
Proactively manage renewals and retention
Proactively monitors customer utilization, performance and compliance to drive product and process adoption
Accountable for driving incremental sales and retaining existing revenue, by proactively sharing fit-for-purpose benefits that support adoption / growth and capture as CSQLs
Serve as primary post-sales contact and strategic consultation

Requirements

salesforce

gainsight

bi platforms

problem solving

communication

bachelor's

Effective communicator; persuasive, clear, and adept at managing escalations and cross-functional collaboration
Proactive problem-solver; identifies risks, mitigates churn, drives continuous improvement
Analytical and data-driven; skilled in health scoring, usage analysis, outcome mgmt
Strategic thinking and planning; aligns success plans with business goals & KPIs
7+ years' experience preferred
Able to articulate Equinix's products (current, future) to educate customers on concepts, practices, and recommend add-ons
Technical proficiency; comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platforms
Customer-centric mindset; excels at relationship building, active listening, empathy
Skilled in standardization for scalable success
Bachelor's degree preferred

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1998

Year Established

The company was established in 1998, marking the beginning of its journey in providing data center and interconnection services.

25+ Countries

Global Presence

Operates in over 25 countries, showcasing its extensive international reach and capability to serve a global clientele.

200+ Data Centers

Global Infrastructure

Provides essential services through over 200 data centers worldwide, supporting digital ecosystems and business growth.

World’s largest provider of data center and interconnection services.
Offers cutting-edge solutions that enable businesses to scale and adapt to the digital age.
Facilitates high-performance connections for industries like cloud computing, telecommunications, and finance.
Provides services including hybrid cloud solutions, network and application performance optimization, and interconnection for business ecosystems.
At the forefront of advancing global digital transformation through strategic partnerships with leading companies.
Innovative business models drive enterprise infrastructure modernization, ensuring security and compliance.

Culture + Values

Thriving workplace where every colleague is valued and respected for who they are and what they contribute
Foster belonging—cultivating an environment where every employee feels empowered to bring their authentic selves to work
Deliberate inclusion of all perspectives to strengthen decision‑making and business outcomes
Programs to enhance workplace experience and attract high‑performing talent

Environment + Sustainability

Net-zero by 2040

Greenhouse Gas Emissions Target

Committed to achieving net-zero greenhouse gas emissions across all scopes by 2040, verified by Science Based Targets.

50% reduction by 2030

Emission Reduction Target

Reducing Scope 1/2 emissions and fuel/energy-related Scope 3 emissions by half from 2019 levels by 2030.

100% Renewable Energy

Global Portfolio Goal

Aiming to source 100% of energy from renewable sources across all operations by 2030, having reached 96% in 2024.

A-List Recognition

CDP Climate Change

Achieved consecutive years of 'A-List' recognition from CDP for climate change management and transparency.

Target global average PUE of 1.33 by 2030; achieved 1.39 in latest reporting (6% improvement YoY)
Installed 72 MW fuel cells (capable of H₂ blends), avoiding 285,000 MTCO₂e and 382 billion gallons of embedded water use
Consumed 8,560 GWh electricity across 268 data centers in 35 countries, with 1,285 MW of long-term PPAs
Reduced operational Scope 1/2 emissions 24% from 2019 baseline; total 2024 footprint 1,747,700 MTCO₂e
Issued ~$6.9 billion in green bonds to finance green buildings, energy efficiency, renewable energy, and decarbonization projects

Inclusion & Diversity

17% increase

Women Employees Increase

Represents a significant global growth in the number of women employees over the past year.

14% increase

Black/African-American Employees

Signifies a notable rise in the number of U.S.-based Black/African-American employees.

47 organizations

Digital Inclusion Funding

Reflects the number of organizations supported by the foundation to enhance digital access and skills development.

11–37% increase

Employee Volunteer Hours

Highlights the growth in global volunteer hours, with a notable example of 25,300 hours in the latest reporting period.

Articles

Investor Relations – Contact & Info

Life at Equinix (Careers Blog)

Customer-Side Support & Feedback