Customer Success Manager 3 - Dutch Speaking

Job Summary

This roleis responsible fordriving initiatives that enhance customer engagement, satisfaction, and retention throughout the customerlifecycle. The CSM partners on thepost‑salescustomer journey, developing strategies to resolve pain points, improve customer experience, and maximize the value realized from products.The role leads value‑driven conversations to understand customer goals, success criteria, and desired outcomes, translating these into measurable success plans.

The CSM will help buildbest‑in‑classretention and satisfaction, developing arevenue‑generatingsuccess plan, and working withcross‑functionalteams to ensure aworld‑classcustomer experience and value realization. Acts as a trusted, strategic advocate that drives customer engagement, adoption, and retention,ultimately enablingcustomer success and contributing tolong‑termbusiness growth.

The roleis responsible forpost‑salerelationships, including enablement, renewals, upselling, and collaborating with the Service Manager to support andmonitorservice management while supporting the overall customer experience. The role requires an individual with exceptional influencing and interpersonal skills and aresults‑drivenapproach.

Responsibilities

Onboarding

• Facilitate customer onboarding, training (EquinixCustomerPortal (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

• Proactivelymonitorscustomerutilization, performance, and compliance to drive product and process adoption

• Able to articulate Equinix’s products (current, future) to educate customers on concepts, practices, and recommendadd‑ons

• Collect and manage customer feedback, providing information to relevant teams to improve the customer experience

• Accountable for driving incremental sales andretainingexisting revenue by proactively sharingfit‑for‑purposebenefits that support adoption, growth, and capture opportunities aligned to the customer’s KPIs

Account Management & Retention & Growth

• Serve as primarypost‑salescontact and strategic consultation

• Proactively manage renewals and retention

• Flag churn risks andidentifygrowth opportunities

Issue & Escalation Management

• Assess issues/escalations tovalidate, prioritize, and progress accordingly

• Ensure adherence to standard operating procedures, policies/rules/restrictions, and resolve customer issues and escalations

• Engage stakeholders and conductpost‑mortemanalyses

Cross‑FunctionalCollaboration

• Collaborate acrosscross‑functionalteams (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)

• Proventrack recordof successfully building strong customer relationships and growing the business and organization

Skills and attributes

• Able to lead value‑driven conversations aligned to customer business outcomes

• Customer‑centricmindset; excels at relationship building, active listening, empathy

• Strategic thinking and planning; aligns success plans with business goals & KPIs

• Analytical anddata‑driven; skilled in health scoring, usage analysis, outcome management

• Effective communicator; persuasive, clear, and adept at managing escalations andcross‑functionalcollaboration

• Technicalproficiency: 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 demonst