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Tech Stack
Tools & technologiesGo
About the role
Key responsibilities & impact- 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
- 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
- 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
- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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.
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 strategiescommercial capabilityadoption strategiesretention strategiesrenewal readinessexpansion strategiesoperating model changebehavioral change
Soft Skills
coachingleadershipcommunicationaccountabilityfeedbackinclusive leadershipstrategic engagementproactive interventioncapacity managementteam development
Certifications
Bachelor's degree in business-related discipline