Senior Manager, Customer Success Management

At Equinix, you’ll be at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Senior Manager, Customer Success & Service Management (Networks)

Who are we?

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

Job Summary

The Senior Manager, Customer Success & Service Management (Networks) leads and develops a team of Customer Success Managers and Service Managers to deliver a consistent, high‑quality post‑sales customer experience. The role is accountable for balancing customer outcomes, service reliability, and revenue retention, ensuring that operational excellence and strategic customer engagement work seamlessly together across the customer lifecycle.

Responsibilities

Team Leadership & Capability Development

• Lead, coach, and develop a blended team of CSMs and SMs, setting clear expectations, priorities, and success measures
• Foster strong collaboration between customer‑facing, operational, and cross‑functional teams to ensure aligned execution
• Build a high‑performance, customer‑centric culture focused on accountability, continuous improvement, and scalability

Customer Outcomes & Experience

• Own the overall post‑sales customer experience, ensuring customers achieve intended value, adoption, and satisfaction
• Ensure effective onboarding, success planning, operational reviews, and strategic business reviews are consistently delivered
• Act as an escalation leader for complex customer issues, ensuring timely resolution and effective stakeholder engagement

Service Delivery & Operational Excellence

• Provide leadership oversight for reliable service delivery, ensuring adherence to contractual SLAs, regulatory obligations, and governance standards
• Ensure proactive communication around incidents, maintenance, and service performance through structured reviews and reporting
• Drive alignment between Service Management activities and broader Customer Success goals

Retention, Growth & Commercial Impact

• Accountable for retention and expansion outcomes, including Net Revenue Retention (NRR) and churn risk management
• Ensure teams proactively identify growth opportunities, renewal risks, and value realization opportunities
• Partner closely with Sales, Support, Operations, and Product to support long‑term account health and revenue growth

Governance, Insights & Continuous Improvement

• Establish and maintain governance forums, performance metrics, and operating rhythms across Customer Success and Service Management
• Use customer, service, and performance insights to inform account strategy, process improvements, and organizational evolution
• Drive standardisation and best practices to support scale, consistency, and operational maturity

Qualifications

• Proven years professional experience preferred
• Proven years of managerial experience preferred
• Bachelor's degree preferred