Customer Success Manager
Toronto
CA$64,646 - CA$96,970/yearly
JobCard.seniorityLevels.senior_level
About the role
Who you are
- Is a seasoned, experienced professional with a full understanding of the area of specialization, while working on problems within a diverse scope
- Language requirement: Bilingual (fluent French‑Canadian and English) is mandatory
- 5+ years experience preferred
- Bachelor's degree preferred
What the job involves
- In this role, you will provide best-in-class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management
- Typically manages a smaller number of more complex accounts independently with minimal supervision
- Coordinate internally as needed for improvement plans
- Alignment and expectation management
- Coordinate product training sessions
- Validate customer goals and success criteria
- Document onboarding milestones and timelines
- Orientation to Equinix policies and processes
- Mitigate renewal risks through win-back process
- Drive renewal strategy playbook
- Prepare renewal proposals and pricing adjustments (TBD)
- Identify upsell opportunities during renewal discussions
- Create renewal risk mitigation plans
- Customer Business Reviews
- Customer Success Plan development
- Churn forecasting and mitigation
- Provide strategic guidance on industry best practices
- Advise on optimization and cost-saving measures
- Act as the voice of the customer internally
- Participate in customer steering committees
- Monitor Health Score (Adoption Explorer)
- Identify Expansion opportunities (Success Leads)
- Collaborate with sales on joint account planning
- Track expansion pipeline and conversion rates
- Track NPS survey responses
- Engage promoters for case studies and testimonials
- Invite advocates to reference programs and events
- Identify detractors and assess SIPs
- Commercial Escalations
- Coordination of billing escalations that impact revenue
- Review product usage data to identify which features are underutilized
- Highlight features that align with the customer’s priorities
- Analyze usage data to find features that could deliver additional value
- Gather feedback on pain points and escalate internally if needed
About Equinix
Internet Publishing
10,000+
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company™, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.
Customer Success Manager
Toronto
CA$64,646 - CA$96,970/yearly
JobCard.seniorityLevels.senior_level
About the role
Who you are
- Is a seasoned, experienced professional with a full understanding of the area of specialization, while working on problems within a diverse scope
- Language requirement: Bilingual (fluent French‑Canadian and English) is mandatory
- 5+ years experience preferred
- Bachelor's degree preferred
What the job involves
- In this role, you will provide best-in-class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management
- Typically manages a smaller number of more complex accounts independently with minimal supervision
- Coordinate internally as needed for improvement plans
- Alignment and expectation management
- Coordinate product training sessions
- Validate customer goals and success criteria
- Document onboarding milestones and timelines
- Orientation to Equinix policies and processes
- Mitigate renewal risks through win-back process
- Drive renewal strategy playbook
- Prepare renewal proposals and pricing adjustments (TBD)
- Identify upsell opportunities during renewal discussions
- Create renewal risk mitigation plans
- Customer Business Reviews
- Customer Success Plan development
- Churn forecasting and mitigation
- Provide strategic guidance on industry best practices
- Advise on optimization and cost-saving measures
- Act as the voice of the customer internally
- Participate in customer steering committees
- Monitor Health Score (Adoption Explorer)
- Identify Expansion opportunities (Success Leads)
- Collaborate with sales on joint account planning
- Track expansion pipeline and conversion rates
- Track NPS survey responses
- Engage promoters for case studies and testimonials
- Invite advocates to reference programs and events
- Identify detractors and assess SIPs
- Commercial Escalations
- Coordination of billing escalations that impact revenue
- Review product usage data to identify which features are underutilized
- Highlight features that align with the customer’s priorities
- Analyze usage data to find features that could deliver additional value
- Gather feedback on pain points and escalate internally if needed
About Equinix
Internet Publishing
10,000+
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company™, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.