Customer Success Manager (Hyperscale)

Equinix; Dallas (TX); On-site; USD 100,000 - 150,000; Full time

Job summary

Equinix in Dallas is seeking an experienced Customer Success Manager 3 to manage strategic, global customer relationships and drive measurable business outcomes across the entire customer lifecycle, from onboarding through renewal and expansion, ensuring customers realize maximum value.

You will serve as a trusted advisor to executive stakeholders, lead onboarding and adoption, monitor health metrics, coordinate cross-functionally with Sales, Support, Product and Delivery, and drive revenue

Qualifications

• Experience engaging with executive-level stakeholders.
• Strong ability to drive customer retention, adoption, and revenue growth.
• Proven track record in B2B technology or SaaS environments.

Responsibilities

• Lead onboarding for multi-region, global customers and set expectations early.
• Develop and monitor Customer Success Plans aligned to KPIs and business outcomes.
• Drive product adoption and value realization through data-driven insights.

Skills

Customer Success

Account Management

Strategic Advisory

Cross-functional Leadership

Education

Bachelor's degree preferred

Job description

• The 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
• Customer 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

Experience engaging with executive-level stakeholders and leading strategic conversations

Bachelor’s degree preferred

Typically requires a minimum of 5+ years of related experience

Demonstrated success in driving customer retention, adoption, and revenue growth

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