Equinix
Global leader in data center and interconnection services, enabling digital transformation.
Customer Success Manager 1
Drive customer adoption, value, retention and growth as post‑sale trusted advisor.
Job Highlights
About the Role
The Customer Success Manager (CSM) is a strategic, customer‑facing role responsible for driving adoption, value realization, engagement, and long‑term retention across the customer lifecycle. Acting as a trusted advisor, the CSM partners with customers post‑sale to understand goals, resolve pain points, and proactively identify opportunities for growth, while collaborating with Sales, Service Management, Delivery, Operations, Support, Product, and Marketing to ensure a seamless experience. • Lead customer onboarding, training, and enablement, providing resources such as guides and FAQs. • Develop and track Customer Success Plans to ensure smooth adoption and value realization. • Monitor customer utilization, performance, and compliance; conduct regular Customer Business Reviews. • Educate customers on existing and upcoming products, recommend solutions, and gather feedback for continuous improvement. • Serve as primary post‑sales contact, manage renewals, mitigate churn risk, and identify upsell and cross‑sell opportunities. • Capture Customer Success Qualified Leads and collaborate with Sales on account planning and revenue forecasting. • Assess, prioritize, and resolve customer issues and escalations while adhering to standard operating procedures and leading post‑mortem analyses. • Partner with internal teams (Delivery, Support, Engineering, Operations, Product, Sales) to deliver exceptional outcomes and provide insights for product enhancements.
Key Responsibilities
- ▸onboarding
- ▸success plans
- ▸utilization monitoring
- ▸business reviews
- ▸issue resolution
- ▸renewal management
What You Bring
• 1–3 years experience managing service issue coordination and compliance (internships considered). • Bachelor’s degree obtained. • Experience working within account teams to align service management with customer and business objectives. • Proactive problem‑solver with strong risk identification and mitigation skills. • Change‑enablement mindset; comfortable leading onboarding, transitions, and process improvements. • Negotiation and financial acumen for renewals and commercial conversations. • Customer‑centric mindset with strong relationship‑building skills.
Requirements
- ▸bachelor's
- ▸service coordination
- ▸account teams
- ▸problem solver
- ▸change enablement
- ▸negotiation
Work Environment
Office Full-Time