Director, Customer Success Transformation

Equinix, Inc.•Ashburn, VA

75d

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.â 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 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.

Requirements

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

Responsibilities

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
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

Benefits

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 change and may be subject to specific plan or program terms, and to change at Equinix discretion.

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