Senior Manager, Customer Success Networks

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Job Summary

The Senior Manager Enterprise & Commercial Customer Success Management (CSM Networks) leads a team of Customer Success Managers to deliver sustained revenue growth customer retention and expansion across a defined portfolio of enterprise and commercial customers.

This role is the primary people leader responsible for translating Customer Success strategy into disciplined executiondriving commercial capability embedding consistent customer outcomes and ensuring operational rigor across renewal and expansion motions. The role partners closely with Sales and Service Management to protect value realization improve renewal predictability and reduce customer risk.

Responsibilities

Own Renewal Outcomes and Value Realization

• Accountable for identifying managing and mitigating renewal risk across the teams customer portfolio

• Ensure customer success plans are outcome-focused current and aligned to customer value realization strategies

• Coach Customer Success Managers to lead value-based customer engagement and articulate clear business outcomes

• Drive adoption of new products services and commercial capabilities within the customer base

Drive Adoption Retention and Expansion

• Establish clear expectations for customer cadence success planning renewal readiness and escalation

• Ensure consistent engagement practices that reduce variability and minimize reactive issues

• Partner with Sales Managers to align on renewal timing messaging and expansion opportunities

• Support strategic engagement with key stakeholders on operational risks renewal sentiment and executive relationships

Portfolio & Performance Management

• Leverage customer health indicators risk signals and portfolio insights to prioritize team effort where it matters most

• Balance proactive intervention with capacity efficiency to maximize team impact

• Provide regular inspection feedback and enablement aligned to commercial outcomes

• Build readiness for team members progressing into senior CSM or leadership roles

People Leadership & Change Enablement

• Coach and develop Customer Success Managers to strengthen commercial capability confidence and customer impact

• Translate transformation intent into clear expectations operating routines and behavioral standards

• Role-model outcome ownership by reinforcing what good looks like within the operating model

• Enable change through prioritization reinforcement of new ways of working and resolution of ambiguity

• Plan and manage team capacity across renewal risk customer value delivery and growth opportunities

• Demonstrate inclusive leadership timely feedback and accountability for results during periods of change

Leadership Characteristics

• Demonstrates strong knowledge and experience in customer success go-to-market or commercially driven environments

• Leads confidently through ambiguity and operating-model change

• Holds teams accountable for outcomes while fostering trust clarity and ownership

• Operates with a strong customer-first and outcomes-led mindset

Qualifications

Knowledge and Experience

• Bachelors degree in a business-related discipline or equivalent practical experience

• Experience leading Customer Success or Go-To-Market teams in a scaled segmented environment

• Proven track record in building and executing commercial capability and renewal strategies

• Strong understanding of adoption retention renewal readiness and expansion disciplines

• Experience leading teams through operating model and behavioral change

Skills and Attributes

• Strong simplifier with a bias toward clarityable to define who owns what unambiguously

• Customer- and commercial-outcome oriented

• Confident people leader and coach

• Data-informed pragmatic and action-oriented

• Collaborative resilient and comfortable operating in ambiguity

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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