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.

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