Customer Success Manager IV

Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. An exciting opportunity to join our Customer Success Team. In this role you will provide best‑in‑class support, ensuring customer loyalty for global customers through self‑directed engagement with executive‑level customer management. You will typically manage the most complex global account(s) independently and act as a senior point of contact for others in the team, using wide‑ranged advanced experience to resolve complex issues and proactively shape future needs and opportunities. Responsibilities Customer Onboarding Manage customer onboarding and support for more complex customers. Use judgment to determine the best method of interacting with customers during onboarding based on needs and project scope. Lead onboarding across multiple regions and in partnership with other CSMs. Communicate effectively, translating internal processes to set customer expectations within an advanced scope. Interact with cross‑functional teams, adding input to the various stages. Collect in‑depth information about all customers globally to personalize the experience and understand strategic direction. Be an expert in Equinix's processes, policies and escalation paths, understanding regional nuances. Follow up on actions and tasks after onboarding and connect back to customer goals. Use inquiry skills with customers to understand their business and generate questions on the spot. 3‑Phase Onboarding Methodology Phase 1 – Conduct pre‑onboarding for all customers. Phase 2 – Kick‑off onboarding: set up, facilitate and conduct kick‑off meetings. Phase 3 – Continuous follow‑up: design a regular cadence to understand how the customer is doing. Adoption and Customer Success Management Develop, maintain and track progress of a Customer Success Plan for all customers. Drive product and process adoption by understanding global customer usage and trends. Articulate Equinix's products, current and future, applying broad knowledge and regional product differences. Collect and manage global customer feedback, proposing solutions to improve the experience. Identify feedback trends across customers and drive process improvements. Review global product utilization and promote solutions. Partner with the global account team for presales discussions to assist account growth. Act as an expert customer advocate, ensuring smooth handoffs to internal teams. Continuously partner with customers to understand business challenges and implement best practices. Lead cross‑functional teams for special customer projects or global accounts. Issue and Escalation Management Assess advanced issues/escalations to validate, prioritize and progress accordingly. Document and raise visibility of critical escalations as appropriate. Engage key stakeholders to ensure adherence to operating procedures and policies. Identify process improvement opportunities or plans. Communicate issue postmortems/root‑cause analyses, including resolution and improvement plans. Act as an expert supporter for CSM‑managed escalations, escalating to GEM and functional teams as agreed. Work cross‑functionally to provide timely updates and resolutions with management support. Provide globally consistent communication. Account Management & Retention Lead account management in conjunction with sales and management, supporting order fulfillment and contractual obligations. Identify churn risks through deeper customer engagement and work with sales to reduce churn. Manage delivery of regular Operational Survey Review with bespoke content. Project‑manage resolution of follow‑up actions from CBRs/OBRs. Drive expert customer satisfaction. Support complex customer projects independently and may lead others. Qualifications Typically requires a minimum of 8 years of related experience. Bachelor's degree preferred. The targeted pay range for this position in the following location is: United States – New York City Office (NYO1): 144,000 – 216,000 USD / Annual Equinix Benefits: We offer a comprehensive benefits package that includes health, life, disability and voluntary plans, a retirement plan, paid time off, paid holidays, and an Employee Assistance Program. Equinix values competitive, inclusive, and sustainable benefits to support employees at all stages of their careers. Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you require an accommodation, please let us know by completing the provided form. Equinix is an Equal Employment Opportunity employer and, in the U.S., an affirmative action employer. All qualified applicants will receive consideration for employment without regard to any protected status as required by law. We use artificial intelligence in our hiring process. Learn more here . This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization. #J-18808-Ljbffr Equinix