Customer Success Manager 3 - Dutch Speaking

Job Summary 

This role is responsible for driving initiatives that enhance customer engagement, satisfaction, and retention throughout the customer lifecycle. The CSM partners on the post‑sales customer journey, developing strategies to resolve pain points, improve customer experience, and maximize the value realized from products. The role leads value‑driven conversations to understand customer goals, success criteria, and desired outcomes, translating these into measurable success plans. 

The CSM will help build best‑in‑class retention and satisfaction, developing a revenue‑generating success plan, and working with cross‑functional teams to ensure a world‑class customer experience and value realization. Acts as a trusted, strategic advocate that drives customer engagement, adoption, and retention, ultimately enabling customer success and contributing to long‑term business growth. 

The role is responsible for post‑sale relationships, including enablement, renewals, upselling, and collaborating with the Service Manager to support and monitor service management while supporting the overall customer experience. The role requires an individual with exceptional influencing and interpersonal skills and a results‑driven approach. 

Responsibilities 

Onboarding 

• Facilitate customer onboarding, training (Equinix Customer Portal (ECP), best practices), and resource sharing (user guides, FAQs, etc.) 

• Develop and track success plans for effective adoption and value realization 

Adoption and Success Management 

• Develops, maintains, and tracks the progress of a Customer Success Plan 

• Conducts regular QBRs 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 opportunities aligned to the customer’s KPIs 

Account Management & Retention & Growth 

• Serve as primary post‑sales contact and strategic consultation 

• Proactively manage renewals and retention 

• Flag churn risks and identify growth opportunities 

Issue & Escalation Management 

• Assess issues/escalations to validate, prioritize, and progress accordingly 

• Ensure adherence to standard operating procedures, policies/rules/restrictions, and resolve customer issues and escalations 

• Engage stakeholders and conduct post‑mortem analyses 

Cross‑Functional Collaboration 

• Collaborate across cross‑functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance the customer experience 

• Support organizational evolution and ongoing process improvements 

Qualifications 

Knowledge and Experience 

• Proven experience in customer experience, upselling and retention, customer success (preferably in a B2B SaaS/Technology company) 

• Proven track record of successfully building strong customer relationships and growing the business and organization 

Skills and attributes 

• Able to lead value‑driven conversations aligned to customer business outcomes 

• Customer‑centric mindset; excels at relationship building, active listening, empathy 

• Strategic thinking and planning; aligns success plans with business goals & KPIs 

• Analytical and data‑driven; skilled in health scoring, usage analysis, outcome management 

• Effective communicator; persuasive, clear, and adept at managing escalations and cross‑functional collaboration 

• Technical proficiency: comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platforms 

• Change enablement; leads onboarding, adoption, and process improvement initiatives 

• Negotiation & financial acumen; manages renewals, contract terms, ROI demonstration 

• Proactive problem‑solver; identifies risks, mitigates churn, drives continuous improvement 

• Skilled in standardization for scalable success 

• Able and willing to travel to conduct customer visits 

• Fluent in Dutch & English (written/ verbal) 

Success Metrics 

• NRR (Net Revenue Retention) 

• GRR (Gross Revenue Retention) 

• CHS (Customer Health Score)