Customer Success Manager , Bilingual; fluent French‑Canadian and English
Who are we?
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.
Job Summary
In this role, you will provide best-in-class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management. Typically manages a smaller number of more complex accounts independently with minimal supervision. Is a seasoned, experienced professional with a full understanding of the area of specialization, while working on problems within a diverse scope.
Responsibilities
Onboarding
Alignment and expectation management
Coordinate product training sessions
Validate customer goals and success criteria
Document onboarding milestones and timelines
Orientation to Equinix policies and processes
Renewals
Mitigate renewal risks through win-back process
Drive renewal strategy playbook
Prepare renewal proposals and pricing adjustments (TBD)
Identify upsell opportunities during renewal discussions
Create renewal risk mitigation plans
Customer Relationship Management
Customer Business Reviews
Customer Success Plan development
Churn forecasting and mitigation
Trusted advisor to customer
Provide strategic guidance on industry best practices
Advise on optimization and cost-saving measures
Act as the voice of the customer internally
Participate in customer steering committees
Up-sell/Cross-sell
Monitor Health Score (Adoption Explorer)
Identify Expansion opportunities (Success Leads)
Collaborate with sales on joint account planning
Track expansion pipeline and conversion rates
Identify strong NPS advocates
Track NPS survey responses
Engage promoters for case studies and testimonials
Invite advocates to reference programs and events
Identify detractors and assess SIPs
Issues and Escalations
Commercial Escalations
Coordination of billing escalations that impact revenue
Low Product Adoption and ROI Concerns
Review product usage data to identify which features are underutilized
Highlight features that align with the customer’s priorities
Analyze usage data to find features that could deliver additional value
Executive Dissatisfaction
Gather feedback on pain points and escalate internally if needed
• Coordinate internally as needed for improvement plans
Qualifications
Language requirement:
Bilingual (fluent French‑Canadian and English) is mandatory
5+ years experience preferred
Bachelor's degree preferred
Résumé duposte
Dans ce rôle, vous offrirez un soutienhors pair, notamment en évaluant la loyauté de la clientèle etenvousoccupant de clients régionaux et internationaux, avec une supervision minimale par ladirection.
Typiquement, vous serez responsable de gérer de manière indépendante, avec un minimum de supervision, unnombre restreint de comptes à complexité élevée. Professionnel expérimenté, vous avez une excellente compréhensiondu domaine de spécialisation tout en sachant travailler sur des dossiers divers.
Responsabilités
Accueil
Introduire les clients à l’environnement d’Equinixet gérerleursattentes
Coordonner les séances de formationconcernant lesproduits
Valider les objectifs clients etlescritères de succès
Consigner les étapes charnières et l’échéancier d’accueil
Présenter lespolitiques et processus d’Equinix
Renouvellement
Mitiger les risquesliés au renouvellement par le biais d’un processus dereconquête
Exécuterlastratégie de renouvellement
Préparer les propositions de renouvellement et des ajustements tarifaires (à déterminer)
Cerner les occasions de ventes supplémentaires durantlesdiscussions de renouvellement
Créer des plans d’atténuation des risques liés au renouvellement
Gestion des relations clients
Examiner les dossiers clients
Développer des plans de…
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search: