Senior Manager of Customer Success, Equinix
$169-280k
OTE
Salary dependent on location
Digital infrastructure company
Job no longer available
Digital infrastructure company
1001+ employees
Job no longer available
$169-280k
OTE
Salary dependent on location
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 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
What the job involves
- 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
- 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
- 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
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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