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About the role
Key responsibilities & impact- Own renewal outcomes and value realization for the portfolio
- Accountable for identifying, managing, and mitigating renewal risk across the team’s book of business
- Ensures customer success plans are outcome‑focused, current, and tied to renewal strategy.
- Coach CSMs to lead value‑based customer engagement
- Develops CSM capability to shift from service updates to value articulation, outcome framing, and commercial influence
- Coaches teams to engage confidently with customer decision‑makers and executives.
- Set execution standards and operating discipline
- Establishes clear expectations for customer cadence, success planning, renewal readiness, and escalation
- Ensures consistent execution across the team, reducing variability and late surprises.
- Partner cross‑functionally to protect outcomes
- Works closely with Sales Managers to align on renewal timing, messaging, and expansion opportunities
- Engages Service Managers early when operational risk threatens customer value or sentiment
- Use data and signals to prioritise action
- Leverages customer health, risk indicators, and portfolio insights to focus team effort where it matters most
- Balances proactive intervention with efficient use of capacity
- Develop commercial talent and future leaders
- Provides regular coaching, feedback, and enablement aligned to commercial expectations.
- Builds readiness for progression into senior CSM or leadership roles
- Coach and develop Customer Success Managers to strengthen commercial capability, confidence in value‑led customer conversations, and execution discipline
- Translate transformation intent into clear expectations, routines, and behaviours for the team, reinforcing what “good” looks like in the new model
- Enable change through day‑to‑day leadership: prioritising work, reinforcing new ways of working, and addressing friction or ambiguity early
- Plan and manage team capacity to support focus on renewal risk, customer value, and commercial opportunity
- Model Equinix values through inclusive leadership, timely feedback, and accountability for outcomes during ongoing change
Requirements
What you’ll need- Bachelor’s degree in a business‑related discipline or equivalent experience
- Experience leading Customer Success or GTM teams in a scaled, segmented environment
- Demonstrated experience coaching commercial capability and renewal execution
- Strong understanding of adoption, renewal readiness, retention, and expansion disciplines
- Comfortable leading teams through operating‑model and behavioural change
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success managementrenewal executionvalue articulationoutcome framingcommercial influencedata analysisrisk managementcoachingteam capacity managementoperating model change
Soft Skills
leadershipcoachingcommunicationcollaborationfeedbackaccountabilityproblem-solvingadaptabilityinclusivitystrategic thinking