Customer Success Manager 3, Bilingual (fluent French‑Canadian and English)

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

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. Is a seasoned, experienced professional with a full understanding of the area of specialization, while working on problems within a diverse scope.

Responsibilities

Onboarding

• 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

Renewals

• 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 Relationship Management

• Customer Business Reviews
• Customer Success Plan development
• Churn forecasting and mitigation

Trusted advisor to customer

• 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

Up-sell/Cross-sell

• Monitor Health Score (Adoption Explorer)
• Identify Expansion opportunities (Success Leads)
• Collaborate with sales on joint account planning
• Track expansion pipeline and conversion rates

Identify strong NPS advocates

• Track NPS survey responses
• Engage promoters for case studies and testimonials
• Invite advocates to reference programs and events
• Identify detractors and assess SIPs

Issues and Escalations

• Commercial Escalations
• Coordination of billing escalations that impact revenue

Low Product Adoption and ROI Concerns

• 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

Executive Dissatisfaction

• Gather feedback on pain points and escalate internally if needed
• • Coordinate internally as needed for improvement plans

Qualifications

• Language requirement: Bilingual (fluent French-Canadian and English) is mandatory
• 5+ years experience preferred
• Bachelor's degree preferred

Résumé du poste

Dans ce rôle, vous offrirez un soutien hors pair, notamment en évaluant la loyauté de la clientèle et en vous occupant de clients régionaux et internationaux, avec une supervision minimale par la direction. Typiquement, vous serez responsable de gérer de manière indépendante, avec un minimum de supervision, un nombre restreint de comptes à complexité élevée. Professionnel expérimenté, vous avez une excellente compréhension du domaine de spécialisation tout en sachant travailler sur des dossiers divers.

Responsabilités

Accueil

• Introduire les clients à l'environnement d'Equinix et gérer leurs attentes

Coordonner les séances de formation concernant les produits

Valider les objectifs clients et les critères de succès

Consigner les étapes charnières et l'échéancier d'accueil

Présenter les politiques et processus d'Equinix

Renouvellement

• Mitiger les risques liés au renouvellement par le biais d'un processus de reconquête
• Exécuter la stratégie de renouvellement
• Préparer les propositions de renouvellement et des ajustements tarifaires (à déterminer)
• Cerner les occasions de ventes supplémentaires durant les discussions de renouvellement
• Créer des plans d'atténuation des risques liés au renouvellement

Gestion des relations clients

• Examiner les dossiers clients
• Développer des plans de succès client
• Proposer des prévisions et mesures de mitigation

Prestation de conseils aux clients

• Fournir des conseils stratégiques concernant les pratiques exemplaires dans l'industrie
• Conseiller sur des mesures d'optimisation et d'économie
• Se faire la voix des clients à l'interne
• Participer aux comités directeurs des clients

Ventes supplémentaires et croisées

• Surveiller le score de santé (explorateur d'adoption)
• Déterminer les occasions d'expansion (clients potentiels)
• Collaborer avec l'équipe de ventes aux fins de planification de comptes
• Faire le suivi du bassin d'expansion et du taux de conversion

Déterminer les champions d'indice de recommandations clients (IRC)

• Faire le suivi des réponses au sondage d'IRC
• Faire appel à des clients champions pour des études de cas et des témoignages
• Inviter des clients champions à relayer des programmes et événements
• Repérer les détracteurs et évaluer les plans d'incitatifs à la vente

Problèmes et interventions

• Réaliser des interventions commerciales
• Coordonner les interventions liées à la facturation et ayant une incidence sur les revenus

Faible adoption de produits et enjeux de RI

• Surveiller les données sur l'utilisation des produits afin de cerner les fonctionnalités sous-utilisées
• Mettre en valeur les fonctionnalités qui répondent aux priorités des clients
• Analyser les données d'utilisation afin de déterminer les fonctionnalités ayant une valeur ajoutée potentielle

Insatisfaction de la direction

• Recueillir de la rétroaction sur les éléments d'insatisfaction et la porter à l'attention des responsables à l'interne, au besoin
• Coordonner à l'interne, au besoin, pour mettre en place des plans d'amélioration

Qualifications

• Exigence linguistique : bilingue (français canadien et anglais) obligatoire
• Au moins cinq (5) ans d'expérience, de préférence
• Baccalauréat, de préférence

This posting is a new position within our organization

The targeted pay range for this position in the following location is / locations are:

Canada : 88,000 - 132,000 CAD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.
Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

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 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.

Client-provided location(s): Ottawa, Canada, Flexible / Remote

Job ID: Equinix-890612323

Employment Type: FULL_TIME

Posted: 2026-02-06T18:40:50