Senior Manager, Customer Success

About the Role

The Senior Manager, Customer Success is a people‑leadership role responsible for driving customer outcomes at scale while overseeing a high‑performing team of Customer Success Managers. The role owns the post‑sales customer journey, including engagement strategy, retention, growth performance, and operational excellence. It balances people management with business accountability for Net Revenue Retention, customer health, and strategic account outcomes, partnering with sales, service, operations, product, and executive leaders. In this position, the leader will own and evolve the Customer Success engagement model across the entire lifecycle, translate company objectives into clear priorities and metrics, and serve as an executive‑level sponsor for strategic accounts. They will champion customer insights to influence product, service, and operational decisions. Team development is a core focus: the manager will lead, coach, and develop Customer Success Managers, set performance expectations tied to retention and growth, conduct regular 1:1s, performance reviews, and career planning, and address skill gaps through enablement. Hiring, onboarding, and succession planning for the CS organization are also responsibilities. The senior manager is accountable for portfolio‑level retention, renewal, and expansion, overseeing GRR, NRR, and churn mitigation, and driving renewal conversations and growth opportunities in partnership with Sales and Service Management. They will monitor customer health data, manage risk, guide escalations, and ensure customers understand the value delivered. Operational excellence is achieved by standardizing processes, tooling, reporting, and health scoring to enable scalable growth, establishing best practices for segmentation and engagement frequency, and leading change initiatives to mature CS capabilities. Cross‑functional collaboration with Service, Operations, Delivery, Product, and Marketing ensures an integrated customer experience and informs roadmap and service enhancements. • Own and evolve the Customer Success engagement model across the lifecycle. • Act as executive‑level sponsor for strategic or complex accounts. • Lead, coach, and develop a team of Customer Success Managers. • Set performance expectations aligned to retention and growth targets. • Conduct regular 1:1s, performance reviews, and career development planning. • Identify skill gaps and deliver enablement on strategic conversations and data‑driven decision making. • Drive portfolio‑level retention, renewal, and expansion metrics (GRR, NRR, churn mitigation). • Partner with Sales and Service Management to identify upsell, cross‑sell, and growth opportunities. • Proactively manage risk and intervene early across the customer base. • Ensure consistent execution of Customer Success Plans, onboarding journeys, and adoption strategies. • Guide complex escalations, negotiations, and executive‑level communications. • Standardize processes, tooling, reporting, and health scoring for scalable growth. • Establish best practices for segmentation, coverage models, and engagement frequency. • Lead change initiatives to mature Customer Success capabilities and operating models. • Collaborate with Service, Operations, Delivery, Product, and Marketing to deliver an integrated experience. • Influence product roadmap and service enhancements using aggregated customer insights.

Key Responsibilities

• ▸engagement model
• ▸team leadership
• ▸retention metrics
• ▸risk management
• ▸process standardization
• ▸cross‑functional collaboration

What You Bring

Qualifications include 8–12+ years of experience in Customer Success, Account Management, or related roles within B2B SaaS, cloud, or technology environments, and at least 3 years of people‑management experience leading high‑performing, customer‑facing teams. Candidates must demonstrate a proven track record of driving retention, renewals, and account growth at scale, strong commercial acumen, and proficiency with CRM and CS tools such as Salesforce and Gainsight. Key leadership attributes are executive presence, a customer‑centric mindset balanced with commercial accountability, strategic and systems thinking, data‑driven decision making, inclusive team building, change leadership, and strong communication and negotiation skills. Equinix is an equal‑opportunity employer committed to accessibility and accommodation for candidates with disabilities. • 8–12+ years experience in Customer Success, Account Management, or Customer Experience in B2B SaaS/cloud environments. • 3+ years of people‑management experience leading high‑performing, customer‑facing teams. • Proven track record of driving retention, renewals, and account growth at scale. • Strong commercial acumen in contract renewals, negotiation, and value articulation. • Proficiency with CRM and Customer Success tools such as Salesforce, Gainsight, and analytics platforms. • Executive presence with ability to influence senior internal and customer stakeholders. • Data‑driven decision maker who turns insights into actionable outcomes. • People developer who builds inclusive, high‑performing teams. • Change leader comfortable driving transformation and operational maturity. • Strong communicator and negotiator confident in high‑stakes situations.

Requirements

• ▸salesforce
• ▸gainsight
• ▸b2b saas
• ▸people‑management
• ▸data‑driven
• ▸executive presence

Work Environment

Hybrid