About this role
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.
A career at Equinix means being 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.
Job Summary
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.
Responsibilities
Customer Onboarding & Enablement
Lead onboarding for complex, global customers, including multi-region coordination and executionFacilitate onboarding sessions, training, and enablement resources (e.g., best practices, user guides)Develop and implement structured onboarding strategies aligned to customer goalsEstablish strong executive relationships and set clear expectations early in the lifecycleDesign and maintain a proactive engagement cadence to support long-term successTranslate 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 KPIsDrive product adoption and utilization through data-driven insights and proactive engagementConduct regular Customer Business Reviews (CBRs) with executive stakeholdersAnalyze customer usage, trends, and health metrics to identify opportunities and risksAct as a strategic advisor, recommending solutions, best practices, and growth opportunitiesCollect and synthesize customer feedback to drive improvements across product and experiencePartner 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 consultantProactively manage renewals, retention strategies, and contract value optimizationIdentify churn risks early and lead mitigation strategies in partnership with sales and leadershipSupport complex account initiatives, including global projects and multi-stakeholder engagementsDrive revenue growth through upsell and cross-sell opportunities aligned to customer outcomesDeliver tailored operational and business reviews with actionable insights Issue & Escalation Management
Lead resolution of complex, high-impact issues and escalations across global accountsAssess, prioritize, and coordinate responses with internal stakeholdersProvide clear, consistent communication to customers throughout resolutionConduct postmortems and root cause analyses, driving continuous improvement initiativesEnsure 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 experiencesAct as a global customer advocate, influencing internal stakeholders and decision-makingDrive process improvements and scalable best practices across teams and regionsLead or mentor other CSMs on complex accounts or strategic initiatives Qualifications
Typically requires a minimum of 5+ years of related experienceBachelor's degree preferredExtensive experience in Customer Success, Account Management, or related roles in a B2B technology or SaaS environmentProven ability to manage complex, global enterprise accounts independentlyDemonstrated success in driving customer retention, adoption, and revenue growthExperience engaging with executive-level stakeholders and leading strategic conversations The targeted pay range for this position in the following location is / locations are:
United States - Dallas Infomart Office DAI : 100,000 - 150,000 USD / Annual
Canada - Toronto Office TRO : 109,000 - 159,000 CAD / Annual
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
The targeted pay range listed reflects On-Target Earnings or OTE, which is base pay plus commissions, and does not include equity or benefits. Equity may be offered depending on the position.
Equinix Benefits
As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.
Employee Assistance Program: An Employee Assistance program is available to all employees. US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
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 by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
We use artificial intelligence in our hiring process. Learn more here. This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.