Manager, Customer Success Management (Japan)

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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

The Manager, Customer Success Mgt provides front‑line leadership and coaching to a team of Customer Success Managers while remaining close to the work. This role reinforces execution discipline, supports adoption of new practices, and helps ensure consistency in customer engagement and renewal hygiene. It acts as a critical bridge between strategy and day‑to‑day delivery.

Responsibilities

Provide front‑line coaching and day‑to‑day leadership

• Supports CSMs in executing success plans, preparing for key customer interactions, and managing renewal hygiene.

• Reinforces expectations around role clarity, customer cadence, and value‑led engagement.

Improve execution consistency and quality

• Acts as the first line of support to identify execution gaps, early risk, or capability needs.

• Helps standardise practices and reduce avoidable rework or escalation.

Model the future‑state CSM role

• Demonstrates strong customer conversations, value articulation, and internal partnership.

• Sets the tone for how CSMs engage customers and stakeholders.

Support capability development and readiness

• Provides feedback and guidance to help CSMs build confidence and commercial maturity.

• Identifies when additional support or escalation is required.

Escalate appropriately and early

• Knows when to resolve issues locally versus when to escalate to the CSMgr Manager.

• Helps protect customer outcomes by surfacing risk before it becomes material.

People Management & Change Reinforcement

• Provide close‑to‑the‑work coaching to reinforce execution discipline, role clarity, and confidence in customer interactions.

• Actively support adoption of new practices by identifying friction, answering “how do I do this now?” questions, and escalating blockers early.

• Reinforce expectations through daily behaviours, feedback, and practical guidance rather than process or policy.

• Support workload balancing and early identification of execution or capability gaps.

• Role‑model Equinix values through openness to feedback, collaboration, and a practical, action‑oriented approach to improvement.

Knowledge & Experience

• Relevant experience in Customer Success or a related GTM function.

• Strong understanding of customer engagement, success planning, and renewal processes.

• Exposure to coaching or informal people leadership responsibilities.

• Comfortable operating within a defined operating model and escalating appropriately.

Skills & Attributes

• Strong execution focus with attention to detail.

• Practical coach with a supportive leadership style.

• Clear communicator who reinforces expectations through behaviour.

• Collaborative and approachable.

• Bias for action and continuous improvement.
   

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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.