Customer Success Manager 3, Bilingual (fluent French‑Canadian and English)

About the Role

In this role you will provide best‑in‑class support for regional or global customers, overseeing a smaller portfolio of complex accounts with minimal supervision. You will act as a trusted advisor, evaluating loyalty, managing renewals, and driving strategic guidance on best practices and cost‑saving measures. Key responsibilities include onboarding customers, aligning expectations, coordinating product training, and documenting milestones. You will also manage renewals, mitigate risks, identify upsell and cross‑sell opportunities, develop success plans, forecast churn, and handle commercial escalations and billing issues. Collaboration with sales, tracking expansion pipelines, and engaging NPS promoters for case studies are also essential. • Coordinate product training and document onboarding milestones • Develop and execute renewal strategies while mitigating risks • Prepare renewal proposals and identify upsell opportunities • Create customer success plans and forecast churn • Act as trusted advisor, offering industry best practices and cost‑saving guidance • Monitor health scores and identify expansion opportunities • Collaborate with sales on joint account planning and pipeline tracking • Engage NPS promoters for case studies and testimonials • Handle commercial escalations and billing issues impacting revenue • Gather executive feedback and coordinate internal improvement plans

Key Responsibilities

• ▸onboarding
• ▸renewal management
• ▸upsell opportunities
• ▸success planning
• ▸health monitoring
• ▸pipeline tracking

What You Bring

• Fluent in French‑Canadian and English • Minimum 5 years relevant experience • Bachelor’s degree preferred

Requirements

• ▸french‑canadian
• ▸english
• ▸5 years
• ▸bachelor's

Benefits

The position requires fluency in French‑Canadian and English, at least five years of relevant experience, and a bachelor’s degree is preferred. Compensation in Canada ranges from 88,000 to 132,000 CAD annually, with eligibility for bonuses, equity, and a comprehensive benefits package. Equinix offers competitive benefits including health, life, and disability insurance, retirement options such as DCPP, RRSP, and TFSA, as well as vacation and paid holidays. The company is an equal‑opportunity employer, committed to accessibility, and uses AI in its hiring process. • Health, life, and disability insurance coverage • Retirement plans: DCPP, RRSP, TFSA • Vacation and paid holidays

Work Environment

Office Full-Time