Customer Success Manager

Equinix

Manage complex customer onboarding and support while driving product adoption for global clients. Collaborate across teams and ensure customer loyalty in a digital infrastructure firm.

Posted 6/24/2026full-timeChicago • Colorado, Illinois, Texas • 🇺🇸 United StatesSeniorLead💰 $130,000 - $216,000 per yearWebsite

About the role

Key responsibilities & impact

Manages customer onboarding and support for more complex customers.
Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope.
Communicates effectively, able to translate internal processes to be able to set customer expectations within an advanced scope.
Develop, maintain and track progress of a Customer Success Plan, for all Customers.
Drives product and process adoption by understanding global customer usage and trends for all customers.
Proactively identifies feedback trends across customers and drives process improvements.
Acts as an expert to customers in providing honest and empathetic support, for CSM managed escalations.

Requirements

What you’ll need

Typically requires a minimum of 8 years of related experience.
Bachelor's degree preferred.

Benefits

Comp & perks

Employee Assistance Program: An Employee Assistance program is available to all employees.
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

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Applicant Tracking System Keywords

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Soft Skills

customer onboardingeffective communicationjudgmentempathetic supportprocess improvementproject managementcustomer success planningtrend analysisfeedback identificationproduct adoption