- 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., best practices, user guides)

- Develop and implement structured onboarding strategies aligned to customer goals

- Establish strong executive relationships and set clear expectations early in the lifecycle

- Design and maintain a proactive engagement cadence to support long-term success

- Translate internal processes into explicit, 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

- Act as a strategic advisor, recommending solutions, best practices, and growth opportunities

- 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., CSQLs)

- 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

- Deliver tailored operational and business reviews with actionable insights

- Issue &

- Escalation Management:

- Lead resolution of complex, high-impact issues and escalations across global accounts

- Assess, prioritize, and coordinate responses with internal stakeholders

- 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

- Cross-Functional Leadership &

- Collaboration:

- 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- Experience engaging with executive-level stakeholders and leading strategic conversations

- Bachelor’s degree preferred
- Typically requires a minimum of 5+ years of related experience

- Demonstrated success in driving customer retention, adoption, and revenue growth

- 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

📌 Customer Success Manager (Hyperscale) (Dallas)
🏢 Equinix
📍 Dallas