Customer Success Manager 2 - French speaker

Who are we?

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

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 valuedriven 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 valuedriven 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 (written/ verbal)

Success Metrics

• NRR (Net Revenue Retention)

• GRR (Gross Revenue Retention)

• CHS (Customer Health Score)

The targeted pay range for this position in the following location is / locations are:

Poland - Warsaw Office WAO : 125,000 - 187,000 PLN / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects On-Target Earnings or OTE, which is base pay plus commissions, and does not include equity or benefits. Equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.

Core Benefits - Pension: You will be enrolled in the employee capital plan or pension, known as PPK, a contributory pension scheme for you and your employer to save funds intended for withdrawal on retirement. Private Medical Insurance: You may enroll yourself and eligible dependents in Private Medical Insurance (PMI) for greater choice, flexibility, and access to specialist care for short-term illness or injury and so on. Life and Accident Insurance: Equinix provides Life and Accident Insurance cover for its employees which you can enroll in. Other Benefits and Perks - Employees have the option to select and use from a wide range of other benefits including: Annual Leaves, Flex Wallet (flexible spending account), Multi-sport Card, Lunch Pass Card, Discount Portal, statutory allowances and reimbursements (remote working, corrective glasses reimbursement), and paid and unpaid leaves in line with local market practices and regulatory requirements. More details on eligibility and rules for leaves are in Equinix's HR policies. Eligibility and contribution requirements apply to some benefits, in line with company policy. Benefits are subject to specific plan/program or insurer terms and conditions, including changes at Equinix's discretion. Equinix will be compliant will regulatory requirements on benefits and leaves.

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. 

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This posting is a new position within our organization.