Customer Success Manager

Equinix

Customer Success Manager focusing on enhancing customer engagement and satisfaction at Equinix. Responsible for driving initiatives to maximize customer value through innovative strategies.

Posted 8/2/2026full-timePort Melbourne • 🇦🇺 AustraliaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success and account management, focusing on customer onboarding, retention strategies, and driving product adoption. Proven ability to build relationships and conduct strategic business reviews to enhance customer satisfaction and value realization.

Highest-signal resume keywords

Customer Success ManagementB2B Technology ExperienceCustomer Relationship BuildingChurn Risk IdentificationBusiness Review Facilitation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingSuccess Plan DevelopmentPerformance MonitoringCustomer Feedback ManagementRetention Strategy Implementation

Soft Skills

Strategic ConsultationCross-Functional CoordinationCustomer Engagement

Industry Keywords

SaaSCloudTelecommunicationsDigital InfrastructureService Delivery

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Facilitate customer onboarding, training (ECP, best practices), and resource sharing (user guides, FAQs, etc.)
Develop and track success plans for effective adoption and value realization.
Conducts regular CBRs with customers for strategic business conversations.
Proactively monitors customer utilization, performance and compliance to drive product and process adoption.
Able to articulate Equinix's products (current, future) to educate customers on concepts, practices, and recommend add-ons.
Collect and manage customer feedback, providing information to relevant teams to improve the customer experience.
Accountable for driving incremental sales and retaining existing revenue, by proactively sharing fit-for-purpose benefits that support adoption / growth and capture as CSQLs.
Serve as primary post-sales contact and strategic consultation.
Proactively manage renewals and retention.
Flag churn risks and identify growth opportunities.
Assesses issue/escalation to validate, prioritize and progress accordingly.

Requirements

What you’ll need

2+ years of experience in Customer Success, Account Management, Customer Experience, Service Delivery, Customer Engagement, or a similar customer-facing role.
Experience working within B2B technology, SaaS, cloud, telecommunications, digital infrastructure, or related industries.
Proven ability to build and maintain trusted customer relationships while driving customer satisfaction and business outcomes.
Experience working within account teams to align service delivery and customer success initiatives with customer and business objectives.
Demonstrated success driving customer adoption, retention, and long-term value realization.
Experience identifying churn risks and implementing proactive retention strategies.
Experience managing customer escalations and coordinating cross-functional teams to achieve successful outcomes.
Proven ability to conduct business reviews and engage with senior customer stakeholders.

Benefits

Comp & perks

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Equal Employment Opportunity