Customer Success Manager , Hyperscale

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.

The Customer Success Manager 3 is an experienced, strategic role responsible for managing complex, global customer relationships and driving measurable business outcomes across the customer lifecycle. This role serves as a trusted advisor to executive stakeholders, ensuring customers realize maximum value, achieve their business objectives, and expand their partnership.

The CSM 3 leads end-to-end post-sales engagement, including onboarding, adoption, retention, and growth. This role combines deep customer success expertise with advanced problem-solving, cross-functional leadership, and commercial acumen to deliver a world-class customer experience and drive long-term revenue growth.

• Lead onboarding for complex, global customers, including multi-region coordination and execution
• Facilitate onboarding sessions, training, and enablement resources (e.g., best practices, user guides)
• Develop and implement structured onboarding strategies aligned to customer goals
• Establish strong executive relationships and set clear expectations early in the lifecycle
• Design and maintain a proactive engagement cadence to support long-term success
• Translate internal processes into clear, customer-facing guidance

• Develop, execute, and track comprehensive Customer Success Plans aligned to customer business outcomes and KPIs
• Drive product adoption and utilization through data-driven insights and proactive engagement
• Conduct regular Customer Business Reviews (CBRs) with executive stakeholders
• Analyze customer usage, trends, and health metrics to identify opportunities and risks
• Act as a strategic advisor, recommending solutions, best practices, and growth opportunities
• Collect and synthesize customer feedback to drive improvements across product and experience
• Partner with sales to identify expansion opportunities and contribute to pipeline (e.g., CSQLs)

• Serve as the primary post-sales point of contact and trusted strategic consultant
• Proactively manage renewals, retention strategies, and contract value optimization
• Identify churn risks early and lead mitigation strategies in partnership with sales and leadership
• Support complex account initiatives, including global projects and multi-stakeholder engagements
• Drive revenue growth through upsell and cross-sell opportunities aligned to customer outcomes
• Deliver tailored operational and business reviews with actionable insights

• Lead resolution of complex, high-impact issues and escalations across global accounts
• Assess, prioritize, and coordinate responses with internal stakeholders
• Provide clear, consistent communication to customers throughout resolution
• Conduct postmortems and root cause analyses, driving continuous improvement initiatives
• Ensure adherence to policies, procedures, and global operating standards

• Lead coordination across internal teams (Sales, Support, Product, Delivery, Operations) to ensure seamless customer experiences
• Act as a global customer advocate, influencing internal stakeholders and decision-making
• Drive process improvements and scalable best practices across teams and regions
• Lead or mentor other CSMs on complex accounts or strategic initiatives

• Typically requires a minimum of 5+ years of related experience
• Bachelor's degree preferred
• Extensive experience in Customer Success, Account Management, or related roles…