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.
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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.
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 execution
Facilitate onboarding sessions, training, and enablement resources (e.g., best practices, user guides)
Develop and implement structured onboarding strategies aligned to customer goals
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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
Qualifications
Typically requires a minimum of 5+ years of related experience
Bachelor's degree preferred
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
Demonstrated success in driving customer retention, adoption, and revenue growth
Experience 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.
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 .
About Equinix
Data Centers & Cloud Infrastructure13931 employeesFounded 1998
Global provider of data center colocation and interconnection services.
