Senior Manager, Customer Success
Senior Manager, Customer Success
- JR-157913
- Hybrydowy
- Sydney
- Customer Care
- 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.
Job Summary
The Senior Manager, Customer Success is a people leadership role responsible for driving customer outcomes at scale while leading and developing a high‑performing team of Customer Success Managers. This role owns customer engagement strategy, retention and growth performance, and the operational excellence of the post‑sales customer journey.
As a people manager, the Senior Manager sets direction, coaches talent, establishes best practices, and ensures consistent execution of Customer Success methodologies. As a business leader, they are accountable for Net Revenue Retention, customer health, and strategic account outcomes—partnering closely with Sales, Service Management, Operations, Product, and Executive stakeholders to deliver measurable customer and business value.
Responsibilities
Customer Success Strategy & Leadership
Own and evolve the Customer Success engagement model across the customer lifecycle, from onboarding through renewal and expansion.
Translate company and regional objectives into clear CS priorities, execution frameworks, and success metrics.
Act as an executive‑level sponsor for strategic or complex accounts, guiding account strategy and customer advocacy.
Champion customer outcomes internally, ensuring customer insights influence product, service, and operational decisions.
People Management & Team Development
Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, inclusion, and continuous improvement.
Set clear performance expectations aligned to customer outcomes, retention, and growth targets.
Conduct regular 1:1s, performance reviews, career development planning, and talent calibration.
Identify skill gaps and drive enablement across customer success competencies (e.g., strategic conversations, negotiation, data‑driven decision making).
Support hiring, onboarding, and succession planning for the Customer Success organization.
Retention, Renewal & Growth Ownership
Own portfolio‑level retention and expansion performance, including GRR, NRR, and churn mitigation.
Oversee renewal strategy and execution, ensuring timely, value‑led renewal conversations.
Partner with Sales and Service Management to identify and drive growth opportunities (upsell, cross‑sell, CSQLs).
Proactively manage risk across the customer base, ensuring early identification and intervention.
Customer Engagement & Value Realization
Ensure consistent execution of Customer Success Plans, onboarding journeys, adoption strategies, and CBRs across the team.
Review customer health data, usage trends, and performance indicators to guide prioritization and resourcing.
Guide complex escalations, customer negotiations, and executive‑level communications.
Ensure customers clearly understand the operational, commercial, and strategic value being delivered.
Operational Excellence & Scale
Drive standardization of Customer Success processes, tooling, and reporting to enable scalable growth.
Ensure consistent use of CRM, Customer Success platforms, health scoring, and analytics across the team.
Establish best practices for segmentation, coverage models, and engagement frequency.
Lead change initiatives to mature Customer Success capabilities and operating models.
Cross‑Functional Leadership & Governance
Partner with Service Managers, Support, Operations, Delivery, Product, and Marketing to deliver an integrated customer experience.
Provide leadership during customer escalations and post‑incident reviews, ensuring accountability and continuous improvement.
Influence roadmap, process improvements, and service enhancements using aggregated customer insights.
Support governance forums and executive reviews to ensure alignment on customer and revenue objectives.
Qualifications
8–12+ years of experience in Customer Success, Account Management, or Customer Experience roles, with experience in B2B, SaaS, cloud, or technology environments.
3+ years of people management experience, leading high‑performing customer‑facing teams.
Proven track record of driving retention, renewals, and account growth at portfolio scale.
Experience partnering with Sales, Operations, Product, and Executive stakeholders.
Strong commercial acumen with experience in contract renewals, negotiation, and value articulation.
Proficiency with CRM and Customer Success tools (e.g., Salesforce, Gainsight, analytics and BI platforms).
Skills & Leadership Attributes
Executive presence with the ability to influence senior internal and customer stakeholders.
Customer‑centric leader who balances advocacy with commercial accountability.
Strategic and systems thinker, capable of driving outcomes at scale.
Data‑driven decision maker, skilled in turning insights into action.
People developer who builds inclusive, high‑performing teams.
Change leader comfortable driving transformation and operational maturity.
Strong communicator and negotiator, confident in high‑stakes situations.
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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