Director, Customer Success Transformation

Director, Customer Success Transformation

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. Youll work across teams, influence key decisions, and help shape the path forward. Youll find belonging, purpose, and a team that welcomes youbecause when you feel valued, youre empowered to do your best work.

Job Summary

The Director, Customer Success Transformation has a strong background in transforming organizations and roles into proactive, customer journey stewards that are driven and measured via commercial outcomes (e.g., renewal, expansion, and forecast accuracy). This leader will be critical to work with our Customer Success organization, and through the framework of process, people, data, and technology implement a new customer journey and provide best-practices and enablement to the organization. AI personalization, targeting, and automation are a must, and we expect this leader to drive performance while balancing cost-to-serve. This leader must collaborate cross-functionally to maximize outcomes, with the entire GTM organization, finance, support, and product.

Responsibilities

People

• Create a proactive, customer-centric culture that highlights value throughout the customer journey, leading to commercial success
• Establish accountability and agency, where every CSM understands what good looks like and is enabled on how to achieve it
• Blend an approach of train & retain and external talent to develop a team of CSMs that can execute this vision
• Provide coaching and mentoring to CSMs and CSM Leadership on the customer lifecycle, value realization, and driving commercial outcomes
• Work with the GTM teams to establish a buyer journey, which defines how the customer progress in their buying journey, triggers, qualifiers, and internal resources
• Identify change champions to drive change management from the very beginning

Process

Qualifications

The targeted pay range for this position in the following location is :

United States - Dallas Infomart Office DAI : 177,000 - 265,000 USD / Annual

United States - Ashburn Office AEO : 195,000 - 293,000 USD / Annual

Canada - Toronto Office TRO : 166,000 - 248,000 CAD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and / or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values : competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program : An Employee Assistance program is available to all employees.

US Benefits : - 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. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.

Canada Core Benefits : - Insurance : You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement : You may also enroll in Equinix-sponsored retirement or savings plans : Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays : Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.