Senior Manager, Customer Success - GEMs

Equinix is the world’s digital infrastructure company. A career at Equinix means working across teams, influencing key decisions, and helping shape what comes next through innovation and impact.

Senior Manager, Customer Success - GEMs

Job Summary

The Senior Manager, Enterprise & Commercial Customer Success Management (CSM) 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.

Responsibilities

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

Qualifications

Knowledge and Experience

• 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

Skills and Attributes

• 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

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure benefits are competitive and designed to support employees throughout their career and life.

Employee Assistance Program

An Employee Assistance Program is available to all employees.

Core Benefits

• 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.
• Life and Accident Insurance: Equinix provides Life and Accident Insurance cover for its employees which you can enroll in.

Other Benefits and Perks

• Annual leaves
• Flex Wallet (flexible spending account)
• Multi-sport Card
• Lunch Pass Card
• Discount Portal
• Statutory allowances and reimbursements, including remote working and corrective glasses reimbursement
• Paid and unpaid leaves in line with local market practices and regulatory requirements

This posting is a new position within our organization.