Senior Manager, Customer Success – Channel

Role Overview

• 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
• 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
• 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
• 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.

Requirements

• 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.

Tech Stack

• Go

Benefits

• Employee Assistance Program: An Employee Assistance program is available to all employees.
• Pension: You will be enrolled in the employee capital plan or pension, known as PPK, a contributory pension scheme for you and your employer to save funds intended for withdrawal on retirement.
• Private Medical Insurance: You may enroll yourself and eligible dependents in Private Medical Insurance (PMI) for greater choice, flexibility, and access to specialist care for short-term illness or injury and so on.
• Life and Accident Insurance: Equinix provides Life and Accident Insurance cover for its employees which you can enroll in.
• Annual Leaves
• Flex Wallet (flexible spending account)
• Multi-sport Card
• Lunch Pass Card
• Discount Portal
• Statutory allowances and reimbursements (remote working, corrective glasses reimbursement)
• Paid and unpaid leaves in line with local market practices and regulatory requirements.