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
Contributes to the delivery of the Lead-to-Cash transformation by ensuring Customer Success capabilities align with the post-sale customer journey. The Director, Customer Success designs, develops, and manages the lifecycle of the Customer Success Manager experience, the Gainsight platform, and the renewal and opportunity revenue motion within Equinix's Customer Success Experience team. Sets the vision and strategy for the pillar, ensuring it is competitively positioned and aligned with both the CSM organization's operational needs and the broader revenue engagement motion.
Responsibilities
Team Leadership
Lead a team of Product Managers, Product Owners, Process Architects, and contractors; provide leadership and direction through senior managers as the team scales
Accountable for the performance and results of direct reports and the broader pillar team
Drive succession planning recommendations and contribute to people development strategy
Own performance management of team members, including disciplinary actions and hire/fire decisions and recommendations
Lead the GPS process including assessments and Total Rewards allocations of direct reports
Drive talent development including quarterly conversations, career pathways conversations, and individual development and growth plans
Model Equinix Culture and Values
Pillar Scope and Product Ownership
Own the Customer Success product experience including CSM workflows, account health, and renewal motion
Set vision and roadmap for Customer Success product capabilities through transformation and beyond
Drive Gainsight platform adoption, configuration, and BAU operations as the system of engagement for CSMs
Lead the Renewals and Opportunity expansion and develop the longer-term plan for revenue motion product capabilities
Establish customer health scoring methodology and integration with Salesforce account data
Own Customer Success PI planning, capability prioritization, and roadmap
Define pillar-level process and quality standards; ensure alignment with team-wide standards set by Product Operations
Drive continuous improvement in Customer Success product delivery and Gainsight platform adoption
Build and grow the Customer Success product team as scope and volume justify expansion
Cross-functional Partnership
Coordinate with cross-functional leadership to ensure Product Management is effective across Customer Success
Partner with the Customer Success organization (CSMs, account teams) to translate operational needs into product capability
Collaborate with Sales and Account Management leadership on opportunity routing, expansion signals, and renewal forecasting
Coordinate with peer pillars (Service Delivery, Customer Support & Case, Order Platform) on customer-touching capabilities that span domains
Proactively engage with Director and VP-level stakeholders to drive alignment on Customer Success product strategy
Partner with the Sr Product Manager, Product Operations on cross-pillar standards, frameworks, and intake governance
Product / Domain Expertise
Seen as an advisor and thought leader on Customer Success methodology and Gainsight platform — engaging regularly with internal teams and the CSM community to explain the portfolio, product strategy, and roadmap
Mentor the team in developing capabilities that resonate with CSMs and the broader Customer Success organization
Develop innovative approaches to scale Customer Success capabilities as the function matures
Build and maintain deep understanding of customer health scoring, renewal motion,…
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