Senior Manager, Customer Success ( Growth & Emerging Markets)

Job Summary The Senior Manager, Customer Success Mgt leads a team of Customer Success Managers to deliver valueled renewals, retention, and expansion across a defined portfolio of customers. This role is the primary peopleleadership lever for translating the Customer Success strategy into disciplined execution, building commercial capability, and ensuring consistent customer outcomes. The role operates in close partnership with Sales and Service Management to protect value realization and renewal predictability.

Responsibilities

Own renewal outcomes and value realization for the portfolio

• Accountable for identifying, managing, and mitigating renewal risk across the teams book of business.
• Ensures customer success plans are outcomefocused, current, and tied to renewal strategy.

Coach CSMs to lead valuebased customer engagement

• Develops CSM capability to shift from service updates to value articulation, outcome framing, and commercial influence.
• Coaches teams to engage confidently with customer decisionmakers and executives.

Set execution standards and operating discipline

• Establishes clear expectations for customer cadence, success planning, renewal readiness, and escalation.
• Ensures consistent execution across the team, reducing variability and late surprises.

Partner crossfunctionally to protect outcomes

• Works closely with Sales Managers to align on renewal timing, messaging, and expansion opportunities.
• Engages Service Managers early when operational risk threatens customer value or sentiment.

Use data and signals to prioritise action

• Leverages customer health, risk indicators, and portfolio insights to focus team effort where it matters most.
• Balances proactive intervention with efficient use of capacity.

Develop commercial talent and future leaders

• Provides regular coaching, feedback, and enablement aligned to commercial expectations.
• Builds readiness for progression into senior CSM or leadership roles.

People Management Change Delivery

• Coach and develop Customer Success Managers to strengthen commercial capability, confidence in valueled customer conversations, and execution discipline.
• Translate transformation intent into clear expectations, routines, and behaviours for the team, reinforcing what good looks like in the new model.
• Enable change through daytoday leadership: prioritising work, reinforcing new ways of working, and addressing friction or ambiguity early.
• Plan and manage team capacity to support focus on renewal risk, customer value, and commercial opportunity.
• Model Equinix values through inclusive leadership, timely feedback, and accountability for outcomes during ongoing change

Knowledge Experience

• Bachelors degree in a businessrelated discipline or equivalent experience.
• Experience leading Customer Success or GTM teams in a scaled, segmented environment.
• Demonstrated experience coaching commercial capability and renewal execution.
• Strong understanding of adoption, renewal readiness, retention, and expansion disciplines.
• Comfortable leading teams through operatingmodel and behavioural change.

Skills Attributes

• Strong simplifier makes who owns what unambiguous.
• Customerand commercialoutcome mindset.
• Confident people leader and coach.
• Datainformed, pragmatic, and actionoriented.
• Collaborative, resilient, and comfortable operating in ambiguity.