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.

The Customer Success

Manager 3 is an experienced, strategic role responsible for managing complex, global customer relationships and driving measurable business outcomes across the customer lifecycle. This role serves as a trusted advisor to executive stakeholders, ensuring customers realize maximum value, achieve their business objectives, and expand their partnership. The CSM 3 leads end-to-end post-sales engagement, including onboarding, adoption, retention, and growth.

This role combines deep customer success expertise with advanced problem-solving, cross-functional leadership, and commercial acumen to deliver a world-class customer experience and drive long-term revenue growth.

Customer

Onboarding &

• Enablement Lead onboarding for complex, global customers, including multi-region coordination and execution Facilitate onboarding sessions, training, and enablement resources (e.g., Develop and implement structured onboarding strategies aligned to customer goals Design and maintain a proactive engagement cadence to support long-term success Translate internal processes into clear, customer-facing guidance Customer Success Planning, Adoption &

• Value Realization Develop, execute, and track comprehensive Customer Success Plans aligned to customer business outcomes and KPIs Drive product adoption and utilization through data-driven insights and proactive engagement Conduct regular Customer Business Reviews (CBRs) with executive stakeholders Analyze customer usage, trends, and health metrics to identify opportunities and risks Collect and synthesize customer feedback to drive improvements across product and experience Partner with sales to identify expansion opportunities and contribute to pipeline (e.g., Account Management, Retention &

• Growth Serve as the primary post-sales point of contact and trusted strategic consultant Proactively manage renewals, retention strategies,



and contract value optimization Identify churn risks early and lead mitigation strategies in partnership with sales and leadership Support complex account initiatives, including global projects and multi-stakeholder engagements Drive revenue growth through upsell and cross-sell opportunities aligned to customer outcomes Issue &

• Escalation Management Lead resolution of complex, high-impact issues and escalations across global accounts Provide clear, consistent communication to customers throughout resolution Conduct postmortems and root cause analyses, driving continuous improvement initiatives Ensure adherence to policies, procedures, and global operating standards Lead coordination across internal teams (Sales, Support, Product, Delivery, Operations) to ensure seamless customer experiences Act as a global customer advocate, influencing internal stakeholders and decision-making Drive process improvements and scalable best practices across teams and regions Lead or mentor other CSMs on complex accounts or strategic initiatives Bachelor's degree preferred Extensive experience in Customer Success, Account Management, or related roles in a B2B technology or SaaS environment Proven ability to manage complex, global enterprise accounts independently Demonstrated success in driving customer retention, adoption, and revenue growth Experience engaging with executive-level stakeholders and leading strategic conversations United States - Dallas Infomart Office DAI : 100,000 - 150,000 USD / Annual Canada - Toronto Office TRO : 109,000 - 159,000 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.

Employee Assistance Program : An Employee Assistance program is available to all employees.

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.

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 3, Hyperscale (Toronto)
🏢 Equinix
📍 Toronto