Senior Manager, Customer Success

Who are we?

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

The CSMgr Manager leads a team of Customer Success Managers to deliver value‑led renewals, retention, and expansion across a defined portfolio of customers. This role is the primary people‑leadership lever for translating the Customer Success strategy into disciplined execution, building commercial capability, and ensuring consistent customer outcomes. The role operates in close partnership with Sales and Service Management to protect value realization and renewal predictability

Responsibilities

• Own renewal outcomes and value realization for the portfolio

• Accountable for identifying, managing, and mitigating renewal risk across the team’s book of business

• Ensures customer success plans are outcome‑focused, current, and tied to renewal strategy.

• Coach CSMs to lead value‑based customer engagement

• Develops CSM capability to shift from service updates to value articulation, outcome framing, and commercial influence

• Coaches teams to engage confidently with customer decision‑makers and executives.

• Set execution standards and operating discipline

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

• Ensures consistent execution across the team, reducing variability and late surprises.

• Partner cross‑functionally to protect outcomes

• Works closely with Sales Managers to align on renewal timing, messaging, and expansion opportunities

• Engages Service Managers early when operational risk threatens customer value or sentiment

• Use data and signals to prioritise action

• Leverages customer health, risk indicators, and portfolio insights to focus team effort where it matters most

• Balances proactive intervention with efficient use of capacity

• Develop commercial talent and future leaders

• Provides regular coaching, feedback, and enablement aligned to commercial expectations.

• Builds readiness for progression into senior CSM or leadership roles

• People Management & Change Delivery

• Coach and develop Customer Success Managers to strengthen commercial capability, confidence in value‑led customer conversations, and execution discipline

• Translate transformation intent into clear expectations, routines, and behaviours for the team, reinforcing what “good” looks like in the new model

• Enable change through day‑to‑day leadership: prioritising work, reinforcing new ways of working, and addressing friction or ambiguity early

• Plan and manage team capacity to support focus on renewal risk, customer value, and commercial opportunity

• Model Equinix values through inclusive leadership, timely feedback, and accountability for outcomes during ongoing change

Qualifications

• Bachelor’s degree in a business‑related discipline or equivalent experience

• Experience leading Customer Success or GTM teams in a scaled, segmented environment

• Demonstrated experience coaching commercial capability and renewal execution

• Strong understanding of adoption, renewal readiness, retention, and expansion disciplines

• Comfortable leading teams through operating‑model and behavioural change

The targeted pay range for this position in the following location is / locations are:

United States - Tampa Office TAO : 169,000 - 253,000 USD / Annual

United States - Denver Office DEO : 169,000 - 253,000 USD / Annual

United States - Chicago Office CHO : 186,000 - 280,000 USD / Annual

United States - MI1 Miami : 169,000 - 253,000 USD / Annual

United States - New York City Office NYO1 : 186,000 - 280,000 USD / Annual

United States - Ashburn Office AEO : 186,000 - 280,000 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects On-Target Earnings or OTE, which is base pay plus commissions, and does not include equity or benefits. Equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.

US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.

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 a new position within our organization.