Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. 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 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.

An exciting opportunity to join our Customer Success Team. You will be providing best in class support through ensuring customer loyalty of global customers through self-directed engagement with executive level customer management. This role will typically manage the most complex global account(s) independently and act as a senior point of contact for others in the team.

This role uses wide-ranged advanced experience to resolve complex issues, and ensure expert care-taking of our external customers as well as proactively seeking to understand and assist shaping their future needs and opportunities.

Customer Onboarding

Manages customer onboarding and support for more complex customers Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope projects/implementations and may lead others Phase 1 - Conducts pre-onboarding for all customers Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing Communicates effectively, able to translate internal processes to be able to set customer expectations within an advanced scope. Communicates with advanced skills in a way that allows the CSM to influence the customer and others Able to communicate with customers what other teams at Equinix do and how customers should utilize them Interacts with cross functional teams using advanced wide-ranged skills, adding input to the various stages Collects in depth information about all customer globally, so the experience is personalized. Based on data collection, able to understand where customer is heading strategically Is an expert in Equinix's processes, policies and escalation paths.

Post onboarding, follows up on actions and tasks and connects back to the customer's goals. Able to articulate trending across customers and projects Able to utilize inquiry (questioning) skills with the customer in order to better understand their business, and able to know the best timing and method for asking questions.



Able to generate questions for customers in the moment without requiring any pre-planning Adoption and Customer Success Management Develop, maintain and track progress of a Customer Success Plan, for all Customers.

For the customers that are global, is an expert at tracking a single plan across multiple regions Drives product and process adoption by understanding global customer usage and trends for all customers Collects and manages global customer feedback, develops a proposed solution to relevant teams to improve the customer experience Proactively identifies feedback trends across customers and drives process improvements Partners with the global account team for all presales discussions to assist and develop account growth, and have strong awareness of the customer Is an expert customer advocate for the customers Continuously partner with customer(s) to understand business challenges May develop customer specific best practices Leads cross functional teams for special customer projects and/or global accounts Issue and Escalation Management Manages, documents and raises visibility of critical escalations as appropriate Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally Identifies process improvement opportunities or plans Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans, potentially globally Acts as an expert to customers in providing honest and empathetic support, for CSM managed escalations. Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management Account Management & Retention Involved in many lead management of accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations to resolve complex matters Identifies churn risks through deeper engagement with the customer and proactively works with sales and management to reduce churn Manages delivery of regular Operational Survey Review with bespoke content Project manages resolution of follow-up actions from CBRs/OBRs Drives expert customer satisfaction Able to support complex customer projects independently and may lead others Bachelor's degree preferred United States - Dallas Infomart Office DAI : 130,000 - 196,000 USD / Annual United States - Ashburn Office AEO : 144,000 - 216,000 USD / Annual Canada - Toronto Office TRO : 138,000 - 208,000 CAD / Annual Our pay ranges reflect the minimum and maximum target for new hire pay for the full time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs.

Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. The targeted pay range listed reflects On-Target Earnings or OTE, which is base pay plus commissions, and does not include equity or benefits. Equity may be offered depending on the position.

US Benefits

- Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.

Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.

Paid Time

Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.

Canada Core Benefits

- Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members.

Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA).

Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. 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.

We use artificial intelligence in our hiring process. This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization. #

📌 Customer Success Manager IV (Toronto)
🏢 Equinix
📍 Toronto