Customer Success Manager 2
Equinix · Port Melbourne ·
- Category
- Customer success
- Experience
- 2+ years
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
Required Experience
- 2+ years of experience in Customer Success, Account Management, Customer Experience, Service Delivery, Customer Engagement, or a similar customer-facing role.
- Experience working within B2B technology, SaaS, cloud, telecommunications, digital infrastructure, or related industries.
- Proven ability to build and maintain trusted customer relationships while driving customer satisfaction and business outcomes.
- Experience working within account teams to align service delivery and customer success initiatives with customer and business objectives.
- Demonstrated success driving customer adoption, retention, and long-term value realization.
- Experience identifying churn risks and implementing proactive retention strategies.
- Experience managing customer escalations and coordinating cross-functional teams to achieve successful outcomes.
- Proven ability to conduct business reviews and engage with senior customer stakeholders.
Skills & Attributes
- Customer-centric mindset with exceptional relationship-building and stakeholder management capabilities.
- Strong communication, influencing, and presentation skills.
- Strategic thinker who can align customer goals with business outcomes.
- Proactive problem-solver with strong risk identification and mitigation skills.
- Analytical and data-driven with the ability to interpret customer health, usage, and performance metrics.
- Change-enablement mindset, comfortable leading onboarding, transitions, adoption initiatives, and process improvements.
- Negotiation and financial acumen to support renewal discussions, demonstrate value, and identify growth opportunities.
- Ability to influence without direct authority and build alignment across multiple teams.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Experience with Customer Success platforms such as Gainsight and CRM tools such as Salesforce.
- Experience managing enterprise or strategic customer relationships.
- Knowledge of customer lifecycle management, retention strategies, and customer success methodologies.
- Experience working with customer health scoring, adoption analytics, and success planning frameworks.
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.