Senior Manager, Customer Success

Equinix • Miami, FL

1d • Onsite

About The Position

The CSMgr Manager leads a team of Customer Success Managers to deliver value‑led renewals, retention, and expansion across a defined portfolio of customers. This role is the primary people‑leadership lever for translating the Customer Success strategy into disciplined execution, building commercial capability, and ensuring consistent customer outcomes. The role operates in close partnership with Sales and Service Management to protect value realization and renewal predictability.

Requirements

• Bachelor’s degree in a business‑related discipline or equivalent experience
• Experience leading Customer Success or GTM teams in a scaled, segmented environment
• Demonstrated experience coaching commercial capability and renewal execution
• Strong understanding of adoption, renewal readiness, retention, and expansion disciplines
• Comfortable leading teams through operating‑model and behavioural change

Responsibilities

• Own renewal outcomes and value realization for the portfolio
• Accountable for identifying, managing, and mitigating renewal risk across the team’s book of business
• Ensures customer success plans are outcome‑focused, current, and tied to renewal strategy.
• Coach CSMs to lead value‑based customer engagement
• Develops CSM capability to shift from service updates to value articulation, outcome framing, and commercial influence
• Coaches teams to engage confidently with customer decision‑makers and executives.
• Set execution standards and operating discipline
• Establishes clear expectations for customer cadence, success planning, renewal readiness, and escalation
• Ensures consistent execution across the team, reducing variability and late surprises.
• Partner cross‑functionally to protect outcomes
• Works closely with Sales Managers to align on renewal timing, messaging, and expansion opportunities
• Engages Service Managers early when operational risk threatens customer value or sentiment
• Use data and signals to prioritise action
• Leverages customer health, risk indicators, and portfolio insights to focus team effort where it matters most
• Balances proactive intervention with efficient use of capacity
• Develop commercial talent and future leaders
• Provides regular coaching, feedback, and enablement aligned to commercial expectations.
• Builds readiness for progression into senior CSM or leadership roles
• People Management & Change Delivery
• Coach and develop Customer Success Managers to strengthen commercial capability, confidence in value‑led customer conversations, and execution discipline
• Translate transformation intent into clear expectations, routines, and behaviours for the team, reinforcing what “good” looks like in the new model
• Enable change through day‑to‑day leadership: prioritising work, reinforcing new ways of working, and addressing friction or ambiguity early
• Plan and manage team capacity to support focus on renewal risk, customer value, and commercial opportunity
• Model Equinix values through inclusive leadership, timely feedback, and accountability for outcomes during ongoing change

Benefits

• Employee Assistance Program
• Health insurance
• Life insurance
• Disability insurance
• Voluntary plans
• Retirement plan
• Paid Time Off (PTO)
• Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees