Customer Success Manager 3 - French Speaker H/F - Equinix

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.
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. You'll find belonging, purpose, and a team that welcomes you-because when you feel valued, you're empowered to do your best work.
Job Summary

This role is responsible for driving initiatives that enhance customer engagement, satisfaction, and retention throughout the customer lifecycle. The CSM partners on the postsales customer journey, developing strategies to resolve pain points, improve customer experience, and maximize the value realized from products.

The CSM will help build bestinclass retention and satisfaction, developing a revenuegenerating success plan, and working with crossfunctional teams to ensure a worldclass customer experience and value realization. Acts as a trusted, strategic advocate that drives customer engagement, adoption, and retention, ultimately enabling customer success and contributing to longterm business growth.

The role is responsible for postsale relationships, including enablement, renewals, upselling, and collaborating with the Service Manager to support and monitor service management while supporting the overall customer experience. The role requires an individual with exceptional influencing and interpersonal skills and a resultsdriven approach.

Responsibilities

Main responsibilities and accountabilities of the role

Onboarding

- Facilitate customer onboarding, training (ECP, best practices), and resource sharing (user guides, FAQs, etc.)
- Develop and track success plans for effective adoption and value realization

Adoption and Success Management

- Develops, maintains, and tracks the progress of a Customer Success Plan
- Conducts regular QBRs with customers for strategic business conversations
- Proactively monitors customer utilization, performance, and compliance to drive product and process adoption
- Able to articulate Equinix's products (current, future) to educate customers on concepts, practices, and recommend addons
- Collect and manage customer feedback, providing information to relevant teams to improve the customer experience
- Accountable for driving incremental sales and retaining existing revenue by proactively sharing fitforpurpose benefits that support adoption, growth, and capture opportunities aligned to the customer's KPIs

Account Management & Retention & Growth

- Serve as primary postsales contact and strategic consultation
- Proactively manage renewals and retention
- Flag churn risks and identify growth opportunities

Issue & Escalation Management

- Assess issues/escalations to validate, prioritize, and progress accordingly
- Ensure adherence to standard operating procedures, policies/rules/restrictions, and resolve customer issues and escalations
- Engage stakeholders and conduct postmortem analyses

CrossFunctional Collaboration

- Collaborate across crossfunctional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance the customer experience
- Support organizational evolution and ongoing process improvements

Qualifications

Knowledge and Experience

- Proven experience in customer experience, upselling and retention, customer success (preferably in a B2B SaaS/Technology company)
- Proven track record of successfully building strong customer relationships and growing the business and organization

Skills and attributes

- Customercentric mindset; excels at relationship building, active listening, empathy
- Strategic thinking and planning; aligns success plans with business goals & KPIs
- Analytical and datadriven; skilled in health scoring, usage analysis, outcome management
- Effective communicator; persuasive, clear, and adept at managing escalations and crossfunctional collaboration
- Technical proficiency: comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platforms
- Change enablement; leads onboarding, adoption, and process improvement initiatives
- Negotiation & financial acumen; manages renewals, contract terms, ROI demonstration
- Proactive problemsolver; identifies risks, mitigates churn, drives continuous improvement
- Skilled in standardization for scalable success
- Fluent in French and English is essential

Success Metrics

- NRR (Net Revenue Retention)
- CHS (Customer Health Score)
- GRR

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 .

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.

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