Shanghai, Shanghai, China · Hybrid
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 connec…
Skills: Customer Success Management, Relationship Building, Strategic Planning, Data Analysis, Escalation Management
Bogota, Capital District, RAP (Especial) Central, Colombia · On-site
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 connec…
Skills: Electrical Systems, Mechanical Systems, Telecommunications, Critical Infrastructure, Operational Support
Toronto, Ontario, Canada · Hybrid
$103k–$155k/yr
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 connec…
Skills: FP&A, Financial Modeling, Budgeting, Forecasting, Variance Analysis
Dublin, Leinster, Ireland · On-site
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 connec…
Skills: Facility Maintenance, Infrastructure Maintenance, Preventative Maintenance, Repairs, Building Monitoring System
Amsterdam, North Holland, Netherlands · Hybrid
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 connec…
Skills: Customer Success Management, Upselling, Retention, Relationship Building, Strategic Planning
Paris, Ile-de-France, France · Hybrid
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 connec…
Skills: Customer Success Management, Upselling, Retention, Relationship Building, Strategic Planning
Bengaluru, Karnataka, India · Hybrid
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 connec…
Skills: Anthropic Claude API, OpenAI API, TypeScript, Python, Prompt Engineering
São Paulo, São Paulo, Brazil · On-site
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 connec…
Skills: HVAC Maintenance, Electrical Maintenance, Critical Infrastructure, Diesel Engine Maintenance, PLC
Singapore · Hybrid
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 connec…
Skills: Project Management, Stakeholder Management, Risk Mitigation, Executive Communication, Cross-Functional Leadership
San Jose, California, United States · On-site
$73k–$110k/yr
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 connec…
Skills: Queue Management, Rack and Stack, Cable Management, Cross-Connect Installation, Layer 1/2/3 Testing
Ashburn, Georgia, United States · Hybrid
$100k–$150k/yr
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 connec…
Skills: Control Systems Design, Advanced Diagnostics, HVAC Systems, Electrical Systems, Fire Protection Systems
Tampa, Florida, United States · Hybrid
$177k–$293k/yr
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 connec…
Skills: Program Management, Deal Execution, Stakeholder Management, Critical Thinking, Problem Solving
Dallas, Texas, United States · Hybrid
$136k–$204k/yr
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 tech thinkers and future builders tur…
Skills: PingFederate, PingAccess, PingID, PingDirectory, Azure AD
Munich, Bavaria, Germany · On-site
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 connec…
Skills: Critical Facility Maintenance, Electrical Engineering, HVAC Systems, UPS Systems, BMS Monitoring
Bengaluru, Karnataka, India · Hybrid
$173k–$277k/yr
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 connec…
Skills: Vendor Management, Contract Negotiation, KPI Development, Procurement, Stakeholder Management
Bengaluru, Karnataka, India · Hybrid
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 connec…
Skills: Aurora PostgreSQL, AWS RDS, Microsoft SQL Server, Oracle Database, Terraform
Nagoya, Japan · Hybrid
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 connec…
Skills: Channel Sales, Partner Management, Business Development, Go-to-Market Strategy, Relationship Building
Paris, Ile-de-France, France · Hybrid
$217k–$325k/yr
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 connec…
Skills: Technical Sales, Solution Design, Network Architecture, Application Architecture, Infrastructure Design
Toronto, Ontario, Canada · Hybrid
$272k–$408k/yr
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 connec…
Skills: Financial Analysis, Financial Modeling, Debt Fundraising, Equity Fundraising, Joint Venture Deal-Making
Dallas, Texas, United States · Hybrid
$136k–$204k/yr
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 tech thinkers and future builders tur…
Skills: SailPoint IdentityNow, Identity Governance, API Integration, JSON, REST
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The Customer Success Manager drives customer engagement, satisfaction, and retention throughout the post-sales lifecycle. They are responsible for developing success plans, managing renewals, and collaborating cross-functionally to maximize product value for customers.
Candidates should have proven experience in customer success, upselling, and retention, preferably within a B2B SaaS or technology environment. Proficiency with CRM tools like Salesforce and Gainsight, along with strong interpersonal and analytical skills, is required.
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.
The Customer Success Manager 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. 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.
Onboarding
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
Adoption and Success Management
Develops, maintains and tracks the progress of a Customer Success Plan. Conducts regular CBRs with customers for strategic business conversations
Proactively monitors 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
Accountable for driving incremental sales and retaining existing revenue, by proactively sharing fit-for-purpose benefits that support adoption / growth and capture as CSQLs
Account Management & Retention & Growth
Serve as primary post-sales contact and strategic consultation
Proactively manage renewals and retention
Flag churn risks and identify growth opportunities
Issue & Escalation Management
Assesses issue/escalation 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
Cross-Functional Collaboration
Collaborates across cross-functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance 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 mgmt
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
Success Metrics
NRR (Net Revenue Retention)
CHS (Customer Health Score)
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
We use artificial intelligence in our hiring process. Learn more here.
This posting is a new position within our organization.The world's digital infrastructure company®
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company®, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.
Offices: One Lagoon Drive, Redwood City, California 94065, US · Luttenbergweg 4, 1101 EC, Amsterdam, NL · Units 6501-04A & 6507-08, 65/F, International Commerce Centre,, 1 Austin Road West, Kowloon, Hong Kong, Hong Kong, HK · 1188 E Arques Ave, Sunnyvale, CA 94085, US · 639 Gardeners Rd, Sydney, NSW 2020, AU
The world's digital infrastructure company®
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company®, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.
Offices: One Lagoon Drive, Redwood City, California 94065, US · Luttenbergweg 4, 1101 EC, Amsterdam, NL · Units 6501-04A & 6507-08, 65/F, International Commerce Centre,, 1 Austin Road West, Kowloon, Hong Kong, Hong Kong, HK · 1188 E Arques Ave, Sunnyvale, CA 94085, US · 639 Gardeners Rd, Sydney, NSW 2020, AU
