What are the responsibilities and job description for the Manager, Customer Success position at Equifax?
The Manager of Customer Success oversees the day-to-day operations of the Customer Success Team, while simultaneously acting as a single point of contact, and trusted advisor for a small portfolio of strategic, complex, or large enterprise clients. In this relationship-based management role, you will lead and manage a small team of customer success managers while optimizing the end-to-end customer experience lifecycle, facilitating post-sales support and customer health, driving product adoption and retention. You will act as the key connecting thread across internal teams to resolve issues, eliminate pain points, ensure account retention and health, and identify opportunities to expand accounts and improve the customer journey.
What You’ll Do
What You’ll Do
- Serve as a Manager of Customer Success, coaching, mentoring, and providing leadership oversight to a small team of Customer Success Managers.
- Act as the single point of contact and trusted advisor for assigned strategic, large, or key enterprise accounts to optimize the Customer Experience lifecycle.
- Facilitate post-sales performance management by establishing success criteria, helping customers develop optimization plans, and ensuring maximum value realization.
- Monitor solution usage, assess customer adoption and account health, and represent the "voice of the customer" to influence future internal product roadmaps.
- Act as the cross-functional connecting thread across the customer journey to resolve reported issues, eliminate pain points, and secure account retention and renewals.
- Provide industry best practices and deep business insights during regular customer interactions to articulate solution value and identify creative growth opportunities for annual revenue expansion.
- Bachelor’s degree in Business, Sales, Marketing, or a related discipline, or equivalent practical experience.
- 7 years of experience in Customer Success, managing strategic or enterprise-level clients.
- 2 years of experience leading, coaching, or mentoring Customer Success Managers or account team members.
- Demonstrated track record of meeting or exceeding specific account retention, customer health, and supporting account growth.
- Proven experience defining post-sales success criteria, tracking usage adoption metrics, and managing client risk/health indicators.
- Experience leading cross-functional internal teams to resolve complex customer issues and drive program execution on time.
- We believe great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday–Thursday) , paired with Friday Flexibility to wrap up your week remotely.
- Direct experience formally managing or leading Customer Success teams.
- Specialized depth of subject matter expertise in fraud and identity services and analytics solutions.
- Proven experience managing high-value, complex global accounts across multiple international regions.
- Demonstrated capability in project management, resource planning, and forecasting for complex client initiatives.
- Advanced degree (e.g., MBA) or professional Customer Success leadership certification.