Customer Success Manager 2
Customer Success Manager 2
- JR-156549
- ハイブリッド
- Kuala Lumpur
- Customer Success
- Full time
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.
The Customer Success Manager is a strategic partner responsible for ensuring customers achieve their desired outcomes and realize maximum value from Equinix solutions. This role drives engagement, adoption, and retention across the post-sales lifecycle, blending consultative relationship management with data-driven insights. The CSM acts as a trusted advisor, proactively mitigating risks, identifying growth opportunities, and contributing to revenue expansion and long-term business success.
Key Responsibilities
Customer Onboarding
Utilize diverse judgment to tailor onboarding approaches based on customer needs and project scope.
Facilitate onboarding sessions, training, and resource sharing (ECP, best practices, FAQs).
Clearly communicate internal processes and set expectations; explain roles of other Equinix teams and guide customers on how to leverage them.
Apply structured onboarding methodology with continuous follow-up to ensure smooth handoff and adoption.
Adoption & Success Management
Develop and maintain Customer Success Plans aligned with customer goals and KPIs.
Conduct Quarterly Business Reviews (QBRs) and strategic check-ins to review progress and align on objectives.
Monitor product utilization and proactively recommend solutions or add-ons to drive adoption.
Collect and analyze feedback to improve customer experience and influence product roadmap.
Proactive Account Management
Identify risks before they escalate and implement mitigation strategies.
Design success plans (adoption plans, QBRs, roadmaps) – good to have, not mandatory.
Drive renewals and expansions through consultative engagement and value demonstration.
Issue & Escalation Management
Validate, prioritize, and manage escalations with urgency and transparency.
Work cross-functionally to provide timely updates and resolutions.
Identify process improvement opportunities leveraging existing frameworks.
Conduct postmortem/root cause analysis and implement corrective actions.
Analytical & Insights-Driven
Run health score reviews and interpret trends to predict risk and growth potential.
Translate analytics into actionable strategies that improve adoption and customer outcomes.
Cross-Functional Collaboration
Partner with Delivery, Support, Sales, Marketing, Product, and Operations teams to ensure a seamless customer experience.
Share best practices and contribute to organizational process improvements.
Core Competencies
Customer-Centric Mindset: Builds trust, empathy, and strong relationships.
Strategic Thinking: Aligns success plans with business objectives.
Analytical Skills: Uses data to drive decisions and predict outcomes.
Influencing & Communication: Persuasive, clear, and effective in managing escalations.
Technical Proficiency: Comfortable with CRM (Salesforce), Gainsight, BI tools.
Revenue Accountability: Skilled in renewals, upselling, and ROI demonstration.
Proactive Problem-Solving: Anticipates risks and drives continuous improvement.
Success Metrics
Net Revenue Retention (NRR)
Customer Health Score (CHS)
Time to Value (TTV)
Renewal Rates
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 this form.
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.