Senior Manager of Customer Success, Equinix
Networks
Digital infrastructure company
Be an early applicant
Digital infrastructure company
1001+ employees
Be an early applicant
1001+ employees
Company mission
To provide finance, manufacturing, transport, government, and healthcare organizations a cloud-first world.
Role
Who you are
- Bachelor’s degree in a business-related discipline or equivalent practical experience
- Experience leading Customer Success or Go-To-Market teams in a scaled, segmented environment
- Proven track record in building and executing commercial capability and renewal strategies
- Strong understanding of adoption, retention, renewal readiness, and expansion disciplines
- Experience leading teams through operating model and behavioral change
- Strong simplifier with a bias toward clarity—able to define “who owns what” unambiguously
- Customer- and commercial-outcome oriented
- Confident people leader and coach
- Data-informed, pragmatic, and action-oriented
- Collaborative, resilient, and comfortable operating in ambiguity
What the job involves
- The Senior Manager, Enterprise & Commercial Customer Success Management (CSM Networks) leads a team of Customer Success Managers to deliver sustained revenue growth, customer retention, and expansion across a defined portfolio of enterprise and commercial customers
- This role is the primary people leader responsible for translating Customer Success strategy into disciplined execution—driving commercial capability, embedding consistent customer outcomes, and ensuring operational rigor across renewal and expansion motions
- The role partners closely with Sales and Service Management to protect value realization, improve renewal predictability, and reduce customer risk
- Own Renewal Outcomes and Value Realization
- Accountable for identifying, managing, and mitigating renewal risk across the team’s customer portfolio
- Ensure customer success plans are outcome-focused, current, and aligned to customer value realization strategies
- Coach Customer Success Managers to lead value-based customer engagement and articulate clear business outcomes
- Drive adoption of new products, services, and commercial capabilities within the customer base
- Drive Adoption, Retention, and Expansion
- Establish clear expectations for customer cadence, success planning, renewal readiness, and escalation
- Ensure consistent engagement practices that reduce variability and minimize reactive issues
- Partner with Sales Managers to align on renewal timing, messaging, and expansion opportunities
- Support strategic engagement with key stakeholders on operational risks, renewal sentiment, and executive relationships
- Portfolio & Performance Management
- Leverage customer health indicators, risk signals, and portfolio insights to prioritize team effort where it matters most
- Balance proactive intervention with capacity efficiency to maximize team impact
- Provide regular inspection, feedback, and enablement aligned to commercial outcomes
- Build readiness for team members progressing into senior CSM or leadership roles
- People Leadership & Change Enablement
- Coach and develop Customer Success Managers to strengthen commercial capability, confidence, and customer impact
- Translate transformation intent into clear expectations, operating routines, and behavioral standards
- Role-model outcome ownership by reinforcing “what good looks like” within the operating model
- Enable change through prioritization, reinforcement of new ways of working, and resolution of ambiguity
- Plan and manage team capacity across renewal risk, customer value delivery, and growth opportunities
- Demonstrate inclusive leadership, timely feedback, and accountability for results during periods of change
- Leadership Characteristics
- Demonstrates strong knowledge and experience in customer success, go-to-market, or commercially driven environments
- Leads confidently through ambiguity and operating-model change
- Holds teams accountable for outcomes while fostering trust, clarity, and ownership
- Operates with a strong customer-first and outcomes-led mindset
Our take
Equinix is a veteran player in the digital infrastructure market, connecting industry-leading organizations in finance, manufacturing, retail, transportation, government, healthcare, and education.
The company provides a range of services within the categories of digital, support, data center, and interconnection, with capabilities including, for example, simplifying hybrid cloud deployments or securing on-site deployments. It has an extensive range of partners, granting its clients access to a vast range of industry-leading technologies atop its own offerings.
With a wide global presence, Equinix has secured a path to continued success by its ability to keep abreast of developments in the space. The company is comfortably positioned to remain a robust and leading player across multiple growth avenues and can be expected to make more smart developments and partnerships in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Adaire Fox-Martin
(CEO & President)Prior to becoming CEO of Equinix in 2024, Adaire spent nearly 3 years at Google in various roles, including Head of Google Ireland and President of Google Cloud Go to Market. She also spent nearly 14 years at SAP and over 18 years at Oracle Corporation.
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