Senior Manager, Customer Success – Growth, Emerging Markets

Role Overview

• 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.

Requirements

• 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.

Benefits

• 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.