VP, Enterprise and Commercial Customer Success Management

Equinix • Redwood City, CA

4d

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. Job Summary Owns how Customer Success scales across Enterprise, Rest of Enterprise, and Commercial segments. Leads the dual‑role model where CSMs focus on value, adoption, renewals and expansion, and Service Managers focus on operational excellence and service accountability.

Requirements

• Bachelor’s & Masters degree in business-related discipline or equivalent experience
• Extensive experience in Customer Success / GTM
• Experience leading scaled Customer Success organisations with segmented coverage models
• Experience implementing dual‑role models and clarifying decision rights at scale
• Track record building enablement and capability frameworks that stick
• Strong understanding of adoption, renewal readiness, and expansion disciplines
• Comfortable leading through operating model change
• Strong simplifier — makes “who owns what” unambiguous
• System builder — designs standards that work globally
• Customer‑and‑commercial mindset
• Strong people leader and coach
• Pragmatic and outcomes‑focused

Responsibilities

• Own the coverage and segmentation execution model: experience standards, engagement levels, and capacity principles by segment
• Lead and embed the CSM / Service Manager role model, including what each role owns, how they partner, and how work is handed off
• Build consistent customer rhythms: onboarding expectations, success plans, health reviews, renewal readiness, and expansion motions
• Own the capability system for CSM/SM: hiring profiles, assessment approach, enablement path, and performance expectations
• Embed value realisation discipline into day‑to‑day work (pre‑sale value hypothesis → post‑sale outcomes → executive value reviews)
• Partner with Digital Transformation to ensure customer health signals and playbooks are usable, and drive earlier interventions
• Reduce customer experience variability across regions by setting clear standards and “moments that matter” expectations
• Ensure the CS model ladders to CRO Serve Better goals: retention outcomes, renewal predictability, and CLV improvements
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive