Customer Success, Enablement Senior Manager

Equinix • Dallas, TX

4d

About The Position

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 Works with customer success and cross-functional stakeholders to understand field development requirements in the context of the skills, knowledge, processes, tools, best practices, and coaching required to execute the global customer success strategy. Conducts in-depth discovery to understand field competencies, productivity, and related gaps. Serves as the key interface between business stakeholders and the program and services team, translating field needs into enablement recommendations. Validates the enablement approach with SMEs and key stakeholders, aligns global requirements, leads regional enablement needs, and secures executive sponsorship. Acts as the audience expert for the program and services team, ensuring programs are grounded in field realities and business priorities.

Requirements

• Proven years of experience preferred
• Prior experience in a front-line customer success or account management role preferred
• Bachelor's Degree required

Responsibilities

• Identifies enablement programs required to help the field execute against the global customer success strategy
• Engages field and business leaders to gather and prioritize detailed enablement requirements in order to determine enablement approach and objectives
• Identifies and leads regional-specific enablement requirements, ensuring unique market and field needs are captured and represented to the program and services team
• Develops and validates enablement plans for key programs with executive sponsors across field and business leaders
• Calibrates and aligns divergent requirements as needed
• Serves as the primary liaison between business stakeholders and the program and services team
• Gathers and represents field requirements and insights — via surveys, interviews, and focus groups — to inform program design and development
• Validates the program approach with key stakeholders, SMEs, and field leaders to ensure alignment before execution
• Acts as the audience expert, providing the program and services team with ongoing field context, priorities, and feedback
• Engages customer success enablement management and leaders to recommend enablement approaches and ensure programs meet field needs
• Develops and maintains detailed program plans, proactively managing milestones, dependencies and timelines to ensure smooth execution
• Defines and communicates program objectives, scope, execution plan, dependencies and resource requirements
• Provides transparency, updates and tracking of program/project for executive sponsors
• Consistently verifies and drives executive sponsorship across field and business leaders
• Identifies and engages customer success leaders and field champions to help drive enablement program and content adoption
• Develops and executes a comprehensive communications plan to promote enablement programs, leveraging available communications and enablement platforms
• Identifies and recommends new ways to communicate with the field, optimizing platform capabilities
• Defines the role of customer success management coaching in driving enablement program adoption and surfaces opportunities for CS management to advocate programs
• Defines, tracks and reports on key metrics that indicate enablement program adoption and impact, providing customer success leadership with results
• Analyzes data and shares business insights and recommendations with field and business leaders to inform or refine enablement approaches

Benefits

• Employee Assistance Program: An Employee Assistance program is available to all employees.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees