Heather Hellier
Strategic Customer Success Manager | Enterprise & Global Accounts | Retention, Renewals & Expansion | Remote
- Role
- Global Customer Success Manager at Equinix
- Location
- Mount Pleasant, SC, US
- LinkedIn followers
- 500 followers
About Heather Hellier
Senior Customer Success and Sales Account professional with 25+ years of experience supporting customer retention, account growth, and long-term partnerships across the network, managed security, and corporate sectors. Known for building trusted relationships with enterprise customers and channel partners, managing complex account portfolios, and operating effectively in fast-paced, high-volume environments. Skilled in aligning customer needs with business objectives, enabling product adoption through training and engagement, and proactively resolving issues across multiple concurrent initiatives. Brings strong organizational discipline and clear, effective written and verbal communication.Specialties: MS Office, ITIL certified, Salesforce.com, Ethernet, Fiber, Bandwidth, Data, Voice, VoIP, hosted VoIP, PRI, Enterprise Solutions, Telecommunications, Unified Communications, Data Center, Solution Selling, Disaster Recovery, Business Continuity, Networking, Strategic Partnerships, Customer Service.
Experience
Global Customer Success Manager
Oct 2015 — Present · Ashburn, VA, US
Award-Winning Strategic Customer Success Manager: AMER CSM Champion (Q1 2024, Q1 2025); OKR Star Award (Q2 2024)• Remote-based CSM supporting strategic, enterprise, and global customers across regions and time zones• Serve as Strategic Customer Success Manager for one of Equinix’s largest enterprise clients• Manage high-value strategic accounts with complex implementations and $75K+ monthly recurring revenue (MRR)• Own the end-to-end strategic customer lifecycle, acting as trusted advisor and primary escalation point• Drive customer retention, renewals, expansion, and long-term account strategy through proactive engagement• Partner cross-functionally with Sales, Channel, Operations, and Technical teams in a remote-first environment• Lead incident, risk, and crisis management, ensuring rapid resolution and consistent stakeholder communication• Conduct gap analysis, root cause analysis (RCA), and continuous process improvement to enhance customer outcomes• Coordinate global project delivery and implementations, aligning resources, timelines, and budgets remotely• Identify and support upsell and cross-sell opportunities, contributing to account growth and customer lifetime value• Lead Quarterly Business Reviews (QBRs) and strategic planning sessions with customer stakeholders, presenting KPIs, success metrics, and forward-looking recommendations• Leverage strong internal and external relationships to influence outcomes and collaborate with Direct and Channel Sales teams
Education
George Mason University
B.A, Communications
1991 — 1995
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