Customer Success Manager 3

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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 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

Qualifications

Knowledge and Experience

• 5+ years of relevant working experiences

• 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)

• GRR

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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