Senior Customer Success Analyst

Senior Customer Success Analyst (Rio de Janeiro ou São Paulo) Join to apply for the Senior Customer Success Analyst (Rio de Janeiro ou São Paulo) role at Equinix . 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. Equinix is a global digital infrastructure company, operating more than 260 data centers worldwide. Digital leaders use Equinix’s reliable platform to connect and interconnect core infrastructure at the speed of software. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, accelerate the launch of digital services, deliver world‑class experiences and multiply their value, while supporting sustainability goals. As a Senior Customer Success Analyst, you will strategically drive three core pillars to the business: Relationship with Field Sales customers: provide direct support to strategic, large accounts, ensuring an excellent experience from first contact. Support to sales with a focus on upselling: work side‑by‑side with the commercial team, identifying expansion opportunities and proposing solutions that align with customer needs. Retention and customer loyalty: lead an effective onboarding and maintain continuous follow‑up, analyzing metrics, controlling churn and proactively preventing and resolving issues to ensure customer satisfaction and continued engagement. Integration of Clients Use judgment to tailor the best client interaction approach, considering their needs and the scope of the project. Follow the 3‑phase methodology: Phase 1 – Pre‑integration: Perform preparatory activities with all clients. Phase 2 – Initial meeting: Schedule, facilitate and conduct initial integration meetings. Phase 3 – Continuous follow‑up: Establish a regular cadence of contact to monitor client evolution. You may lead integrations across regions in partnership with other Customer Success Managers (CSMs). Translate internal processes clearly, align expectations and positively influence clients and stakeholders. Relationship and Personalization Interact with cross‑functional teams, collect detailed client information to personalize experiences and understand strategic direction. After onboarding, follow up on actions and tasks linked to client goals. Identify trends and ask strategic questions to deepen business understanding. Adoption and Customer Success Management Develop, maintain and monitor Customer Success Plans across scopes. Promote product and process adoption based on usage trends. Share product knowledge to empower clients. Collect and manage feedback, proposing continuous improvements based on client insights. Strategic Collaboration Collaborate with account teams in pre‑sales discussions, acting as a customer advocate. Ensure smooth transitions across internal areas. Lead special projects with cross‑functional teams, including global accounts. Implement best practices and maintain proactive client contact. Issue and Escalation Management Assess and prioritize issues and escalations, ensuring visibility and proper resolution. Work with stakeholders to enforce policies and procedures, communicating resolutions and improvement plans with clarity and empathy. Account Retention Partner with sales and management for account oversight. Support contractual obligations, proactively identify churn risks and contribute to retention strategies. Conduct regular operational reviews and manage follow‑up projects. Main Requirements Completed higher education. Advanced English (interview in English). Prior experience in Customer Success, Post‑sales, Technical Support or Consulting. Experience handling a diverse, extensive B2B client portfolio. Knowledge of customer success metrics (NPS, churn, CSAT, health score). Familiarity with CRM tools and CS platforms (e.g., Salesforce). Previous direct collaboration with the sales team. Preferred Experience Experience in technology companies (SaaS, Cloud, Infrastructure or Data Center). Equinix is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, nationality, gender, sexual orientation, age, disability, veteran status, or any other protected characteristic. #J-18808-Ljbffr