Customer Success Manager 3 - French speaker
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 SummaryThis role is responsible for driving initiatives that enhance customer engagement, satisfaction, and retention throughout the customer lifecycle. The CSM partners on the post-sales customer journey, developing strategies to resolve pain points, improve customer experience, and maximize the value realized from products. The CSM will help build best-in-class retention and satisfaction, developing a revenue-generating success plan, and working with cross-functional teams to ensure a world-class 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 long-term business growth.The role is responsible for post-sale 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 results-driven approach.ResponsibilitiesMain responsibilities and accountabilities of the roleOnboardingFacilitate customer onboarding, training (ECP, best practices), and resource sharing (user guides, FAQs, etc.)Develop and track success plans for effective adoption and value realizationAdoption and Success ManagementDevelops, maintains, and tracks the progress of a Customer Success PlanConducts regular QBRs with customers for strategic business conversationsProactively monitors customer utilization, performance, and compliance to drive product and process adoptionAble to articulate Equinix's products (current, future) to educate customers on concepts, practices, and recommend add-onsCollect and manage customer feedback, providing information to relevant teams to improve the customer experienceAccountable for driving incremental sales and retaining existing revenue by proactively sharing fit-for-purpose benefits that support adoption, growth, and capture opportunities aligned to the customer's KPIsAccount Management & Retention & GrowthServe as primary post-sales contact and strategic consultationProactively manage renewals and retentionFlag churn risks and identify growth opportunitiesIssue & Escalation ManagementAssess issues/escalations to validate, prioritize, and progress accordinglyEnsure adherence to standard operating procedures, policies/rules/restrictions, and resolve customer issues and escalationsEngage stakeholders and conduct post-mortem analysesCross-Functional CollaborationCollaborate across cross-functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance the customer experienceSupport organizational evolution and ongoing process improvementsQualificationsKnowledge and ExperienceProven 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 organizationSkills and attributesCustomer-centric mindset; excels at relationship building, active listening, empathyStrategic thinking and planning; aligns success plans with business goals & KPIsAnalytical and data-driven; skilled in health scoring, usage analysis, outcome managementEffective communicator; persuasive, clear, and adept at managing escalations and cross-functional collaborationTechnical proficiency: comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platformsChange enablement; leads onboarding, adoption, and process improvement initiativesNegotiation & financial acumen; manages renewals, contract terms, ROI demonstrationProactive problem-solver; identifies risks, mitigates churn, drives continuous improvementSkilled in standardization for scalable successFluent in French and English is essentialSuccess MetricsNRR (Net Revenue Retention)CHS (Customer Health Score)GRREquinix 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 this form.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.We use artificial intelligence in our hiring process. Learn more here.This posting is a new position within our organization. Apply tot his job Apply To this Job