Global Process Owner – Customer Success

Equinix • Tampa, FL

1d • $136,000 - $204,000 • Onsite

About The Position

Leverages data and technology to support the sales organization, diagnose issues, and design solutions.

Requirements

• 10+ years of experience in Customer Transformation, Customer Success Operations, Commercial Operations, Customer Experience, or similar functions within a technology or subscription-based business
• Experience designing and operationalizing customer lifecycle processes, including onboarding, adoption, customer engagement, renewal management, expansion, advocacy, and churn mitigation
• Proven track record leading cross-functional transformation initiatives and establishing scalable operating models across Customer Success, Sales, Commercial, Support, and Technology organizations
• Strong understanding of recurring revenue business models and the end-to-end customer lifecycle, including customer health management, renewals, expansion motions, retention strategies, and customer success technologies

Responsibilities

• Partners with Customer Success, Commercial, Sales, and CRO leadership to identify and prioritize high-impact customer lifecycle process improvements aligned to retention and growth objectives
• Helps define and refine scalable operating models across onboarding, adoption, customer engagement, renewal, expansion, advocacy, and churn mitigation motions
• Develops lightweight business cases and ROI assessments to inform prioritization decisions
• Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements
• Leads design and documentation of global process standards across key customer lifecycle domains (e.g., onboarding, health management, customer engagement, renewal planning, expansion motions, advocacy, and churn management)
• Defines roles, responsibilities, stage criteria, and handoffs across Customer Success, Sales, Commercial, Support, Operations, and Finance teams
• Establishes governance structures and ensures consistent global adoption of standardized customer success processes
• Drives continuous improvement by identifying breakdowns, root causes, and opportunities for simplification
• Partners with Customer Success, Sales, Commercial, Finance, Legal, Support, and Technology teams to execute prioritized initiatives
• Translates business needs into actionable requirements and collaborates with digital/technology teams through implementation
• Supports rollout of new customer lifecycle processes and capabilities while ensuring alignment with enablement and communication plans
• Measures impact of changes using defined success metrics and drives iterative refinement
• Acts as a trusted advisor to Customer Success and CRO leaders on customer lifecycle effectiveness, retention, and growth opportunities
• Works closely with CRO and Technology teams to ensure process, policy, and system alignment
• Considers up- and downstream impacts of process changes across the customer lifecycle, from onboarding through renewal and expansion

Benefits

• Employee Assistance Program
• Health insurance
• Life insurance
• Disability insurance
• Voluntary plans
• Retirement plan
• Paid Time Off (PTO)
• Paid Holidays
• Healthcare coverage
• Optional benefit plans
• Defined Contribution Pension Plan (DCPP)
• Group Retirement Savings Plan (RRSP)
• Tax-Free Savings Plan (TSFA)
• Vacation
• Personal time

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed