Equinix
Director, Customer Success Transformation
Apply to the Director, Customer Success Transformation role at Equinix.
Job Summary The Director, Customer Success Transformation has a strong background in transforming organizations and roles into proactive, customer journey stewards driven and measured via commercial outcomes such as renewal, expansion, and forecast accuracy. This leader will work with the Customer Success organization to implement a new customer journey, provide best‑practices and enablement, and leverage AI personalization, targeting, and automation to drive performance while balancing cost‑to‑serve.
Responsibilities People
Create a proactive, customer‑centric culture that highlights value throughout the customer journey, leading to commercial success.
Establish accountability and agency so every CSM understands what good looks like and is enabled 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, defining how the customer progresses 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; ending bad habits that dilute the mission.
Establish rules of engagement with cross‑functional teams and tools (e.g., self‑service) to maintain clear roles and responsibilities.
Refine and tune the Customer Health Score Process to align with an accurate forecast for commercial outcomes.
Review customer personas and ensure the right persona participates in the right discussions.
Establish a repeatable and scalable Customer Business Review process to 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) to enhance our digital motion.
Leverage data and analytics to make decisions and establish processes that enable our CSMs to maximize their time with customers.
Qualifications
15+ years of 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.
Expert in utilizing Clari (forecasting) and SFDC (SFA & CPQ), our primary sales management tools.
Strong background in utilizing AI Agents, Agentic AI, and LLMs to automate, target, personalize, and scale our customer success motion.
Pay Range United States – Dallas Infomart Office: $177,000 – $265,000 USD / Annual. United States – Ashburn Office: $195,000 – $293,000 USD / Annual. Canada – Toronto Office: $166,000 – $248,000 CAD / Annual.
Benefits As an employee, you become important to Equinix’s success. We ensure all your benefits align with our core values: competitive, inclusive, sustainable, connected and efficient. Benefits include health, life, disability, retirement plans, paid time off, and more, with specific offerings in the U.S. and Canada.
Equal Employment Opportunity Statement 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. 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.
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Job Summary The Director, Customer Success Transformation has a strong background in transforming organizations and roles into proactive, customer journey stewards driven and measured via commercial outcomes such as renewal, expansion, and forecast accuracy. This leader will work with the Customer Success organization to implement a new customer journey, provide best‑practices and enablement, and leverage AI personalization, targeting, and automation to drive performance while balancing cost‑to‑serve.
Responsibilities People
Create a proactive, customer‑centric culture that highlights value throughout the customer journey, leading to commercial success.
Establish accountability and agency so every CSM understands what good looks like and is enabled 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, defining how the customer progresses 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; ending bad habits that dilute the mission.
Establish rules of engagement with cross‑functional teams and tools (e.g., self‑service) to maintain clear roles and responsibilities.
Refine and tune the Customer Health Score Process to align with an accurate forecast for commercial outcomes.
Review customer personas and ensure the right persona participates in the right discussions.
Establish a repeatable and scalable Customer Business Review process to 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) to enhance our digital motion.
Leverage data and analytics to make decisions and establish processes that enable our CSMs to maximize their time with customers.
Qualifications
15+ years of 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.
Expert in utilizing Clari (forecasting) and SFDC (SFA & CPQ), our primary sales management tools.
Strong background in utilizing AI Agents, Agentic AI, and LLMs to automate, target, personalize, and scale our customer success motion.
Pay Range United States – Dallas Infomart Office: $177,000 – $265,000 USD / Annual. United States – Ashburn Office: $195,000 – $293,000 USD / Annual. Canada – Toronto Office: $166,000 – $248,000 CAD / Annual.
Benefits As an employee, you become important to Equinix’s success. We ensure all your benefits align with our core values: competitive, inclusive, sustainable, connected and efficient. Benefits include health, life, disability, retirement plans, paid time off, and more, with specific offerings in the U.S. and Canada.
Equal Employment Opportunity Statement 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. 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.
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