Who are we?
Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.
A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.
Job Summary
The Senior Manager, Enterprise & Commercial Customer Success Management (CSM Networks) leads a team of Customer Success Managers to deliver sustained revenue growth, customer retention, and expansion across a defined portfolio of enterprise and commercial customers.
This role is the primary people leader responsible for translating Customer Success strategy into disciplined execution—driving commercial capability, embedding consistent customer outcomes, and ensuring operational rigor across renewal and expansion motions. The role partners closely with Sales and Service Management to protect value realization, improve renewal predictability, and reduce customer risk.
Responsibilities
Own Renewal Outcomes and Value Realization
1. Accountable for identifying, managing, and mitigating renewal risk across the team’s customer portfolio
2. Ensure customer success plans are outcome-focused, current, and aligned to customer value realization strategies
3. Coach Customer Success Managers to lead value-based customer engagement and articulate clear business outcomes
4. Drive adoption of new products, services, and commercial capabilities within the customer base
Drive Adoption, Retention, and Expansion
5. Establish clear expectations for customer cadence, success planning, renewal readiness, and escalation
6. Ensure consistent engagement practices that reduce variability and minimize reactive issues
7. Partner with Sales Managers to align on renewal timing, messaging, and expansion opportunities
8. Support strategic engagement with key stakeholders on operational risks, renewal sentiment, and executive relationships
Portfolio & Performance Management
9. Leverage customer health indicators, risk signals, and portfolio insights to prioritize team effort where it matters most
10. Balance proactive intervention with capacity efficiency to maximize team impact
11. Provide regular inspection, feedback, and enablement aligned to commercial outcomes
12. Build readiness for team members progressing into senior CSM or leadership roles
People Leadership & Change Enablement
13. Coach and develop Customer Success Managers to strengthen commercial capability, confidence, and customer impact
14. Translate transformation intent into clear expectations, operating routines, and behavioral standards
15. Role-model outcome ownership by reinforcing “what good looks like” within the operating model
16. Enable change through prioritization, reinforcement of new ways of working, and resolution of ambiguity
17. Plan and manage team capacity across renewal risk, customer value delivery, and growth opportunities
18. Demonstrate inclusive leadership, timely feedback, and accountability for results during periods of change
Leadership Characteristics
19. Demonstrates strong knowledge and experience in customer success, go-to-market, or commercially driven environments
20. Leads confidently through ambiguity and operating-model change
21. Holds teams accountable for outcomes while fostering trust, clarity, and ownership
22. Operates with a strong customer-first and outcomes-led mindset
Qualifications
Knowledge and Experience
23. Bachelor’s degree in a business-related discipline or equivalent practical experience
24. Experience leading Customer Success or Go-To-Market teams in a scaled, segmented environment
25. Proven track record in building and executing commercial capability and renewal strategies
26. Strong understanding of adoption, retention, renewal readiness, and expansion disciplines
27. Experience leading teams through operating model and behavioral change
Skills and Attributes
28. Strong simplifier with a bias toward clarity—able to define “who owns what” unambiguously
29. Customer- and commercial-outcome oriented
30. Confident people leader and coach
31. Data-informed, pragmatic, and action-oriented
32. Collaborative, resilient, and comfortable operating in ambiguity
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 .
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.
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This posting is a new position within our organization.