Customer Success Manager

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Job Summary

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.

Responsibilities

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 Equinixs 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

Qualifications

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.

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