Customer Success Manager (French Speaking)

Responsibilities

• This 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
• 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 add‑ons
• 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 fit‑for‑purpose benefits that support adoption, growth, and capture opportunities aligned to the customer’s KPIs
• Account Management & Retention & Growth:
• Serve as primary post‑sales 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 post‑mortem analyses
• Cross‑Functional Collaboration:
• Collaborate across cross‑functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance the customer experience
• Support organizational evolution and ongoing process improvements
• Success Metrics:
• NRR (Net Revenue Retention)
• CHS (Customer Health Score)
• GRR

Qualifications

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