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, Enterprise & Commercial Customer Success Management (CSM) leads a team of Customer Success Managers to deliver sustained revenue growth, customer retention, and expansion across a defined portfolio of enterprise and commercial customers.
This role is the primary people leader responsible for translating Customer Success strategy into disciplined execution—driving commercial capability, embedding consistent customer outcomes, and ensuring operational rigor across renewal and expansion motions. The role partners closely with Sales and Service Management to protect value realization, improve renewal predictability, and reduce customer risk.
Responsibilities
Own Renewal Outcomes and Value Realization
Accountable for identifying, managing, and mitigating renewal risk across the team’s customer portfolio
Ensure customer success plans are outcome-focused, current, and aligned to customer value realization strategies
Coach Customer Success Managers to lead value-based customer engagement and articulate clear business outcomes
Drive adoption of new products, services, and commercial capabilities within the customer base
Drive Adoption, Retention, and Expansion
Establish clear expectations for customer cadence, success planning, renewal readiness, and escalation
Ensure consistent engagement practices that reduce variability and minimize reactive issues
Partner with Sales Managers to align on renewal timing, messaging, and expansion opportunities
Support strategic engagement with key stakeholders on operational risks, renewal sentiment, and executive relationships
Portfolio & Performance Management
Leverage customer health indicators, risk signals, and portfolio insights to prioritize team effort where it matters most
Balance proactive intervention with capacity efficiency to maximize team impact
Provide regular inspection, feedback, and enablement aligned to commercial outcomes
Build readiness for team members progressing into senior CSM or leadership roles
People Leadership & Change Enablement
Coach and develop Customer Success Managers to strengthen commercial capability, confidence, and customer impact
Translate transformation intent into clear expectations, operating routines, and behavioral standards
Role-model outcome ownership by reinforcing “what good looks like” within the operating model
Enable change through prioritization, reinforcement of new ways of working, and resolution of ambiguity
Plan and manage team capacity across renewal risk, customer value delivery, and growth opportunities
Demonstrate inclusive leadership, timely feedback, and accountability for results during periods of change
Leadership Characteristics
Demonstrates strong knowledge and experience in customer success, go-to-market, or commercially driven environments
Leads confidently through ambiguity and operating-model change
Holds teams accountable for outcomes while fostering trust, clarity, and ownership
Operates with a strong customer-first and outcomes-led mindset
Qualifications
Knowledge and Experience
Bachelor’s degree in a business-related discipline or equivalent practical experience
Experience leading Customer Success or Go-To-Market teams in a scaled, segmented environment
Proven track record in building and executing commercial capability and renewal strategies
Strong understanding of adoption, retention, renewal readiness, and expansion disciplines
Experience leading teams through operating model and behavioral change
Skills and Attributes
Strong simplifier with a bias toward clarity—able to define “who owns what” unambiguously
Customer- and commercial-outcome oriented
Confident people leader and coach
Data-informed, pragmatic, and action-oriented
Collaborative, resilient, and comfortable operating in ambiguity
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.Equinix London, England Office
Devonshire Square, , England, London, United Kingdom, EC2M 4
