Customer Success Manager III - French Speaking

Customer Success Manager

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.

This role 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.

The role is 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.

Main responsibilities and accountabilities of the role:

• 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
• Develops, maintains, and tracks the progress of a Customer Success Plan
• Conducts regular QBRs with customers for strategic business conversations
• Proactively monitor 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
• Serve as primary post-sales contact and strategic consultation
• Proactively manage renewals and retention
• Flag churn risks and identify growth opportunities
• Assess issues/escalations 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
• Collaborate across cross-functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance the customer experience
• Support organizational evolution and ongoing process improvements

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 management
• Effective communicator; persuasive, clear, and adept at managing escalations and cross-functional collaboration
• Technical proficiency: comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platforms
• Change enablement; leads onboarding, adoption, and process improvement initiatives
• Negotiation & financial acumen; manages renewals, contract terms, ROI demonstration
• Proactive problem-solver; identifies risks, mitigates churn, drives continuous improvement
• Skilled in standardization for scalable success
• Fluent in French and English is essential

Success Metrics:

• NRR (Net Revenue Retention)
• CHS (Customer Health Score)
• GRR