Customer Success Manager IV

Equinix

Customer Success Manager guiding complex global accounts for Equinix, a digital infrastructure company. Driving onboarding, adoption, retention, escalations, and cross-functional customer initiatives.

Posted 8/4/2026full-timeDallas • Texas, Virginia • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in managing complex global customer accounts and onboarding processes, with a strong focus on customer satisfaction and retention. Proficient in analyzing customer usage trends and feedback to drive product adoption and process improvements.

Highest-signal resume keywords

Customer Onboarding ManagementGlobal Customer Success PlansCross-Functional Team LeadershipCustomer Feedback AnalysisChurn Risk Identification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Account ManagementComplex Issue ManagementRoot-Cause AnalysisProduct Utilization ReviewTrend Analysis

Soft Skills

Stakeholder ManagementCommunication SkillsInfluence SkillsProblem-Solving Skills

Tools & Technologies

Equinix ProcessesCustomer Success Tools

Industry Keywords

Global Customer ExperienceCustomer SatisfactionOperational Survey ReviewsAccount GrowthOrder Fulfillment

About the role

Key responsibilities & impact

Manage onboarding and support for complex global customers
Lead onboarding across multiple regions in partnership with other Customer Success Managers
Conduct pre-onboarding, kickoff meetings, and continuous customer follow-up
Set customer expectations by translating internal processes and explaining Equinix teams and services
Collect and analyze in-depth global customer information to personalize experiences and understand strategic direction
Track post-onboarding actions and connect them to customer goals
Develop, maintain, and track Customer Success Plans across multiple regions
Drive product and process adoption using customer usage and trend analysis
Collect and manage global customer feedback and propose solutions to improve customer experience
Identify feedback trends and drive process improvements
Review global product utilization and promote solutions
Partner with global account teams on presales discussions and account growth
Advocate for customers and ensure smooth handoffs between internal teams
Lead cross-functional teams for special customer projects and global accounts
Assess, prioritize, document, and manage complex issues and escalations
Engage stakeholders to resolve issues while following procedures and policies
Manage postmortems/root-cause analyses and improvement plans
Provide timely, consistent global customer communications and resolutions
Support account management, order fulfillment, and contractual obligations
Identify churn risks and work with sales and management to reduce churn
Manage Operational Survey Reviews and project-manage follow-up actions from CBRs/OBRs
Drive expert customer satisfaction and independently support complex customer projects

Requirements

What you’ll need

Minimum 8 years of related experience
Bachelor's degree preferred
Advanced experience managing complex global customer accounts
Expertise in customer onboarding across multiple regions
Expertise in Equinix processes, policies, escalation paths, and regional process differences
Ability to develop and track global Customer Success Plans
Broad knowledge of Equinix products, current and future
Ability to analyze global customer usage, trends, and feedback
Experience managing complex issues, escalations, and root-cause analyses
Ability to lead cross-functional teams and special customer projects
Ability to support account management, order fulfillment, and contractual obligations
Ability to identify churn risks and drive retention
Advanced customer inquiry, influence, communication, and stakeholder-management skills

Benefits

Comp & perks

Employee Assistance Program
US health, life, disability, and voluntary insurance plans
US retirement plan contributions by the employee and Equinix
Accrued paid time off (PTO)
Various paid holidays
Canada healthcare coverage complementing the provincial healthcare system
Canada life, disability, and optional benefit plans
Canada Defined Contribution Pension Plan (DCPP)
Canada Group Retirement Savings Plan (RRSP)
Canada Tax-Free Savings Plan (TSFA)
Canada vacation and personal time
Various paid holidays
Potential equity depending on the position