Digital Customer Success, Senior Manager

Equinix•Toronto, ON

1d•$173,000 - $260,000

About The Position

The Digital Customer Success Senior Manager leads the strategy, design, and execution of Equinix’s post-sale Digital Customer Success motion. The role creates scalable, data-driven customer journeys that support adoption, value realization, retention, and growth across digitally served customer segments. It owns the orchestration of digital engagement, using customer data, automation, AI, and behavioral signals to deliver proactive experiences and prompt human intervention when needed. The role builds and scales a digitally led CSM model that provides proactive, personalized customer experiences at scale. The position establishes the Digital Customer Success operating model, roadmap, and performance framework; designs customer journeys across the lifecycle; defines segmentation and engagement orchestration; and develops signal-driven interventions and scalable programs. It partners with technology and operations teams to build capabilities across Gainsight, Salesforce, AI platforms, automation, and customer-facing channels. It also leads cross-functional execution, measurement, continuous optimization, and the development of Digital CS resources.

Requirements

10 or more years of experience in Customer Success, Digital Customer Success, Customer Experience, lifecycle management, or related technology functions.
Demonstrated experience designing and operating scaled or digital customer engagement models across large customer populations.
Strong understanding of the customer lifecycle, including onboarding, adoption, value realization, risk management, renewals, and expansion.
Hands-on experience using Gainsight and Gainsight Journey Orchestrator to design, build, launch, and optimize digital customer journeys and programs.
Experience using Salesforce, automation, AI, analytics, and customer telemetry to drive proactive engagement.
Proven ability to lead cross-functional transformation across Customer Success, Sales, Marketing, Product, Support, Operations, Data, and Technology.
Ability to challenge traditional high-touch assumptions and think beyond a bigger-ratio CSM model.
Ability to balance customer experience, business outcomes, and cost-to-serve.
Ability to create clarity across Digital, Pooled, and Named models and enable movement between them.
Ability to lead through influence across business, technology, operations, and regional teams.
Ability to build a culture of measurement and continuous improvement.
Digital-first and customer-centric approach, including redesigning experiences rather than simply automating existing processes.
Data-driven approach to determining when and how to engage customers using behavioral, operational, and commercial signals.
Journey and process design expertise, translating customer needs into repeatable, scalable lifecycle experiences.
Strong technology orientation across CRM, customer success platforms, AI, automation, and digital channels.
Commercial acumen linking adoption and value to risk, renewal, retention, and expansion.
Change leadership and ability to influence across functions without direct authority.
Experimentation mindset, including testing journeys, interventions, channels, and triggers and optimizing based on results.

Responsibilities

Define and own the Digital Customer Success strategy, operating model, roadmap, and performance framework.
Design end-to-end digital journeys for onboarding, adoption, value realization, risk, renewal, and growth.
Establish segmentation and orchestration rules for digital, pooled, and named engagement.
Develop event- and signal-driven interventions using customer health, product and service usage, lifecycle milestones, risk indicators, commercial events, and customer behavior.
Set the strategy for using AI in the digital post-sale motion and help build agent libraries.
Partner with technology and operations teams to translate Digital CS requirements into capabilities within Gainsight, Salesforce, AI platforms, automation, and customer-facing channels.
Build scalable playbooks, campaigns, calls to action, self-service experiences, and automated communications.
Establish triggers and escalation paths for moving customers from digital engagement to human intervention when risk, complexity, or opportunity warrants it.
Partner with CSM, Service Management, Renewals, Sales, Marketing, Support, Product, and Operations leaders to create a coordinated customer experience.
Define Digital CS KPIs and measure journey effectiveness, engagement, adoption, risk identification, retention, renewal outcomes, expansion signals, and cost-to-serve.
Establish a test-and-learn discipline and continuously optimize customer journeys.
Lead and develop Digital CS resources responsible for scaled engagement and journey execution.