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.
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
8 to 10 years (or beyond) 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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This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.Equinix Singapore, Singapore, SGP Office
Singapore, Singapore
