Customer Success Manager , Hyperscale

Position: Customer Success Manager 3, 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.

Job Summary
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.

Responsibilities
Customer Onboarding & Enablement
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

Customer Success Planning, Adoption & Value Realization
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)

Account Management, Retention & Growth
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

Issue & Escalation Management
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

Cross-Functional Leadership & Collaboration
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

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