VP, Customer Success Transformation & Operations

Equinix•Ashburn, VA

About The Position

Who are we? 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. Role Description This role makes large‑scale transformation executable. As the owner of Customer Success operating model clarity, you define how work gets done, how decisions are made, and how teams are held accountable, ensuring Customer Success operates as a single, cohesive system across Activation → Experience → Growth. You translate strategy into practical, repeatable execution by establishing clear roles, governance, operating rhythms, and adoption mechanisms that drive measurable business outcomes. You will lead the end‑to‑end transformation portfolio: setting direction, sequencing change, managing dependencies and risks, and ensuring adoption sticks at the front line. This role partners closely with senior leaders across Customer Success, Support, Delivery, and CRO functions to align priorities, remove friction, and keep leaders focused on outcomes such as book‑to‑bill, cost to serve, and renewal predictability, not activity. Success in this role requires strong business judgment, change leadership, and the ability to influence at all levels while maintaining an executive‑ready narrative on what is changing, why it matters, and what decisions are needed.

Requirements

Bachelor's degree in business-related discipline or equivalent experience
Extensive experience in Customer Success / GTM
Experience leading cross functional transformation programmes end to end
Strong operating model design capability (roles, governance, decision rights)
Proven program/portfolio management discipline
Strong change management and adoption track record
Strong commercial understanding of the CRO priorities and CS value drivers
Structured thinker; creates clarity fast
Strong influencer; gets decisions made without force
Bias to measurable outcomes
Comfortable in ambiguity; steady operator
Builds shared accountability across leaders

Responsibilities

Own operating model design and clarity: roles, decision rights, handoffs, and governance across CS, Support, Delivery, CPM, and partners.
Stand up and run the customer experience governance approach (cadence, escalation paths, shared decisions).
Build and manage the transformation roadmap and portfolio (dependencies, risks, outcomes tracking).
Drive adoption: manager enablement, behavioural expectations, and operating rhythms that reinforce joint accountability.
Ensure capability track and functional track move together (journey, telemetry, feedback loops + frontline execution).
Keep the LT focused on measurable outcomes (book to bill, cost to serve, renewal predictability) rather than activity.
Partner across CRO functions to align priorities and remove friction (EDGE interlocks; GTM motion).
Maintain executive ready narrative and decision asks (what we are changing, why, and what we need).
Coach and develop team members to strengthen business acumen, change leadership, and executional discipline.
Drive workforce planning and location-based strategies to optimize talent and delivery agility.
Champion Equinix values, modelling transparency, inclusion, collaboration, and a bias for action across all transformation efforts.

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.

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