Who are we?

Customer Success Manager 2

• Supports field accounts or small to medium accounts in market/country revenue including new logos - typically 50K MRR or less per account

• Supports customer accounts

• Acts as a customer advocate

• Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving

• Engages customer to reduce service-related churn risk within region with minimal direction from leadership

• Supports/enables non-standard customer requirements

• Proactively identifies trends with Customer in region and methods to improve Customer experience

• Onboards up to medium size Customer new logos and non-strategic customers independently

• Utilizes standard onboarding templates and checklists and uses some discernment to make modifications to the standard during onboarding based on customers needs and project scope

• Able to support projects/implementations independently

• Involved in regional Account team planning and coordination

• Post-sale issue resolution

• Acts as point of contact with customer on escalations or issues independently

• Tactical preparation and delivery of post-mortem reviews when appropriate

• Plays a role in delivery of CBR and CBR preparation

• Utilizes standard QBR offering with minimal customization

• Project manages resolution of follow up actions from CBRs

• Manages and delivers on a service improvement plan

• Coordinates cross-regional customer needs without mentorship

Qualifications

• 1+ years experience preferred

• Bachelor's degree preferred

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.

At Equinix, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, Equinix has implemented a vaccine or test policy that requires employees to show proof of full vaccination or get tested regularly to work onsite in an IBX or office.

The United States targeted pay range for this position in the following location is / locations are: • San Francisco, CA / Bay Area: $69,000 to $107,000 per year • California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $63,000 to $98,000 per year • Colorado, Nevada, Rhode Island: $57,000 to $89,000 per year Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process. The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position. As an employee, you become important to Equinix’s success. Details about our company benefits can be found at the following link: USA Benefits eBook

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.