Job SummaryThe Customer Success Manager 3 is an experienced, strategic role responsible for managing complex, global customer relationships and driving measurable business outcomes across the customer lifecycle. This role serves as a trusted advisor to executive stakeholders, ensuring customers realize maximum value, achieve their business objectives, and expand their partnership.
The CSM 3 leads end-to-end post-sales engagement, including onboarding, adoption, retention, and growth. This role combines deep customer success expertise with advanced problem-solving, cross-functional leadership, and commercial acumen to deliver a world-class customer experience and drive long-term revenue growth.
ResponsibilitiesCustomer Onboarding & Enablement
- Lead onboarding for complex, global customers, including multi-region coordination and execution
- Facilitate onboarding sessions, training, and enablement resources (e.g., best practices, user guides)
- Develop and implement structured onboarding strategies aligned to customer goals
- Establish strong executive relationships and set clear expectations early in the lifecycle
- Design and maintain a proactive engagement cadence to support long-term success
- Translate internal processes into clear, customer-facing guidance
Customer Success Planning, Adoption & Value Realization
- Develop, execute, and track comprehensive Customer Success Plans aligned to customer business outcomes and KPIs
- Drive product adoption and utilization through data-driven insights and proactive engagement
- Conduct regular Customer Business Reviews (CBRs) with executive stakeholders
- Analyze customer usage, trends, and health metrics to identify opportunities and risks
- Act as a strategic advisor, recommending solutions, best practices, and growth opportunities
- Collect and synthesize customer feedback to drive improvements across product and experience
- Partner with sales to identify expansion opportunities and contribute to pipeline (e.g., CSQLs)
Account Management, Retention & Growth
- Serve as the primary post-sales point of contact and trusted strategic consultant
- Proactively manage renewals, retention strategies, and contract value optimization
- Identify churn risks early and lead mitigation strategies in partnership with sales and leadership
- Support complex account initiatives, including global projects and multi-stakeholder engagements
- Drive revenue growth through upsell and cross-sell opportunities aligned to customer outcomes
- Deliver tailored operational and business reviews with actionable insights
Issue & Escalation Management
- Lead resolution of complex, high-impact issues and escalations across global accounts
- Assess, prioritize, and coordinate responses with internal stakeholders
- Provide clear, consistent communication to customers throughout resolution
- Conduct postmortems and root cause analyses, driving continuous improvement initiatives
- Ensure adherence to policies, procedures, and global operating standards
Cross-Functional Leadership & Collaboration
- Lead coordination across internal teams (Sales, Support, Product, Delivery, Operations) to ensure seamless customer experiences
- Act as a global customer advocate, influencing internal stakeholders and decision-making
- Drive process improvements and scalable best practices across teams and regions
- Lead or mentor other CSMs on complex accounts or strategic initiatives
Qualifications- Typically requires a minimum of 5+ years of related experience
- Bachelor's degree preferred
- Extensive experience in Customer Success, Account Management, or related roles in a B2B technology or SaaS environment
- Proven ability to manage complex, global enterprise accounts independently
- Demonstrated success in driving customer retention, adoption, and revenue growth
- Experience engaging with executive-level stakeholders and leading strategic conversations
The targeted pay range for this position in the following location is / locations are:
United States - Dallas Infomart Office DAI : 100,000 - 150,000 USD / Annual
Canada - Toronto Office TRO : 109,000 - 159,000 CAD / 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 BenefitsAs 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.Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.
