Regional Customer Success Management - Enterprise

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.

Regional Leader, Enterprise Customer Success Management is accountable for regional commercial performance, renewal predictability, and execution consistency across the Customer Success Management organisation.

This role translates the global Customer Success strategy and operating model into disciplined regional execution, builds leadership capability at scale, and ensures Customer Success operates as a predictable growth and retention engine in close partnership with Sales and Service Management.

Key Responsibilities:

Own regional commercial outcomes and renewal predictability

Accountable for retention, renewals, and contribution to Customer Lifetime Value across the region.

Translates CRO and CS strategy into clear regional commercial priorities and trade‑offs.

Embed the CSMgr / Service Manager operating model at scale

Ensures clean separation of accountability between value‑led Customer Success Management and operational Service Management.

Removes ambiguity in ownership, handoffs, and escalation paths that create friction or delay outcomes.

Translate global standards into disciplined regional execution

Applies global coverage, segmentation, and engagement standards in a way that fits regional context without diluting intent.

Ensures consistent customer rhythms (onboarding, success planning, renewal readiness, executive reviews).Partner with Sales leadership on renewals and growth

Acts as the senior CS counterpart to Sales leadership for renewal strategy, risk mitigation, and expansion planning.

Ensures CS and Sales operate with shared expectations, timing, and accountability.

Build and sustain a strong CSMgr Manager bench

Sets clear expectations for people leadership, commercial acumen, and execution discipline.

Coaches and develops managers to lead teams through change and increasing commercial accountability.

Manage material customer and commercial risk

Owns escalation for high‑impact customer or renewal risk that cannot be resolved at manager level.

Balances customer, commercial, and organisational considerations in decision‑making.

Leading Teams Build and sustain a strong regional leadership bench by coaching leaders to combine commercial acumen, change leadership, and disciplined execution in line with the Customer Success operating model.

Set clear direction and create belief in the transformation by connecting strategy, customer outcomes, and day‑to‑day leadership expectations.

Own regional workforce planning and location strategy, ensuring leadership capacity and skills are aligned to current and future operating model needs.

Sponsor and actively remove barriers to change, enabling managers to translate intent into execution mpion Equinix values by modelling transparency, inclusion, collaboration, and a bias for action throughout transformation and steady‑state operations.

Skills, Experience, &

Qualifications:

Bachelor’s degree in business-related discipline or equivalent experience​Extensive experience in Customer Success / GTMExperience leading scaled Customer Success organisations with segmented coverage models.

Proven track record of owning renewal performance,…