Director, Customer Success Transformation

Director, Customer Success Transformation

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

The Director, Customer Success Transformation has a strong background in transforming organizations and roles into proactive, customer journey stewards that are driven and measured via commercial outcomes (e.g., renewal, expansion, and forecast accuracy). This leader will join as an individual contributor, and be critical to work with our Customer Success organization, and through the framework of process, people, data, and technology implement a new customer journey and provide best-practices and enablement to the organization. AI personalization, targeting, and automation are a must, and we expect this leader to drive performance while balancing cost-to-serve. This leader must collaborate cross-functionally to maximize outcomes, with the entire GTM organization, finance, support, and product.

Responsibilities

People:

• Create a proactive, customer-centric culture that highlights value throughout the customer journey, leading to commercial success
• Establish accountability and agency, where every CSM understands what good looks like and is enabled on how to achieve it
• Blend an approach of train & retain and external talent to develop a team of CSMs that can execute this vision
• Provide coaching and mentoring to CSMs and CSM Leadership on the customer lifecycle, value realization, and driving commercial outcomes
• Work with the GTM teams to establish a buyer journey, which defines how the customer progress in their buying journey, triggers, qualifiers, and internal resources
• Identify change champions to drive change management from the very beginning

Process:

• Identify process improvements and policy changes that change the way we work; starting healthy habits also includes ending bad habits that dilute the mission
• Establish rules of engagement with x-functional teams and tools (e.g., self-service) in order to maintain clear roles & responsibilities
• Refine and tune the Customer Health Score Process, making sure that it aligns with an accurate forecast for commercial outcomes (churn through expansion)
• Review our customer personas and ensure the right persona is taking part in the right discussions
• Establish a repeatable and scalable Customer Business Review process where we can showcase the value we bring to the customer
• Evaluate process and policy options before tooling and other options; change the way we work
• Identify capabilities that should live in tooling (e.g., customer portal) or with different teams (e.g., partners), enhancing our digital motion
• Leverage data and analytics in order to make decisions and establish processes that enable our CSMs to maximize their time with their customers

Qualifications

15+ years experience preferred

Bachelor's Degree preferred

Expert in using Gainsight and its capabilities, including Customer Health Scoring, SkillJar, Gainsight University, and Gainsight Success Plans to unify the CSM approach to the customer journey and provide a consistent and excellent experience to our customers

Expert in utilizing Clari (forecasting) and SFDC (SFA & CPQ), our primary sales management tools

Strong background in utilizing AI Agents, Agentic AI, and LLMs in order to automate, target, personalize, and scale our customer success motion

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

United States - Dallas Infomart Office DAI: 177,000 - 265,000 USD / Annual

United States - Redwood City Office GHQ: 213,000 - 319,000 USD / Annual

United States - Chicago Office CHO: 195,000 - 293,000 USD / Annual

United States - SE4 Seattle: 195,000 - 293,000 USD / Annual

United States - LA4 Los Angeles: 195,000 - 293,000 USD / Annual

United States - Ashburn Office AEO: 195,000 - 293,000 USD / Annual

United States - New York Office NYO: 195,000 - 293,000 USD / Annual

Canada - Toronto Office TRO: 166,000 - 248,000 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.

US Benefits:

• Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
• Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
• Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.

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.

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability