Digital Customer Success, Senior Manager

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
Leads the strategy, design and execution of Equinix’s Digital Customer Success Management post sale motion, creating scalable, data-driven customer journeys that drive adoption, value realization, retention and growth across digitally served customer segments. Owns the orchestration of digital engagement, leveraging customer data, automation, AI and behavioral signals to deliver proactive experiences and trigger human intervention at the moments that matter most. Build and scale a digitally led CSM model that delivers proactive, personalized customer experiences at scale using data, automation, AI and human intervention to drive adoption, value realization, retention and growth
Responsibilities
Digital CS Strategy: Define and own the Digital Customer Success strategy, operating model, roadmap and performance frameworkJourney Strategy: Design end-to-end digital journeys across onboarding, adoption, value realization, risk, renewal and growthCoverage Orchestration: Establish segmentation and orchestration rules determining the appropriate combination of digital, pooled and named engagementAI & Signal-Driven Engagement: Develop event- and signal-driven interventions using customer health, product/service usage, lifecycle milestones, risk indicators, commercial events and customer behavior. Set the strategy and operationalize how we will use AI in the digital Post-Sale motion. Help build Agent librariesTechnology & Data: Partner with technology and operations teams to translate Digital CS requirements into capabilities within Gainsight, Salesforce, AI platforms, automation and customer-facing channelsScaled Plays: Build scalable playbooks, campaigns, CTAs, self-service experiences and automated communicationsHuman Intervention: Establish triggers and escalation paths that move customers from digital engagement to human intervention when risk, complexity or opportunity warrants itCross-Functional Execution: Partner with CSM, Service Management, Renewals, Sales, Marketing, Support, Product and Operations leaders to create a coordinated customer experiencePerformance: Define Digital CS KPIs and measure journey effectiveness, engagement, adoption, risk identification, retention, renewal outcomes, expansion signals and cost-to-serveOptimization & Leadership: Establish a test-and-learn discipline, continuously optimize journeys, and lead/develop Digital CS resources responsible for scaled engagement and journey execution
Qualifications
Challenges traditional high-touch assumptions and thinks beyond a “bigger-ratio CSM” modelBalances customer experience, business outcomes and cost-to-serveCreates clarity across Digital, Pooled and Named models and enables movement between themLeads through influence across business, technology, operations and regional teamsBuilds a culture of measurement and continuous improvementChampions the principle that lower-touch does not mean lower-value customer experience10+ years in Customer Success, Digital Customer Success, Customer Experience, lifecycle management or related technology functionsDemonstrated experience designing and operating scaled or digital customer engagement models across large customer populationsStrong understanding of the customer lifecycle: onboarding, adoption, value realization, risk management, renewals and expansionHands-on experience using Gainsight and Gainsight Journey Orchestrator to design, build, launch and optimize digital customer journeys and programsExperience using Salesforce, automation, AI, analytics and customer telemetry to drive proactive engagementProven ability to lead cross-functional transformation across Customer Success, Sales, Marketing, Product, Support, Operations, Data and TechnologyDigital-first and customer-centric thinker;
redesigns experiences rather than simply automating existing processesData-driven;
uses behavioral, operational and commercial signals to determine when and how to engageJourney and process design expertise;
translates customer needs into repeatable, scalable lifecycle experiencesStrong technology orientation across CRM, CS platforms, AI, automation and digital channelsCommercial acumen linking adoption and value to risk, renewal, retention and expansionChange leadership and influence across functions without direct authorityExperimentation mindset;
tests journeys, interventions, channels and triggers and optimizes from resultsThe targeted pay range for this position in the following location is / locations are:United States - Dallas Infomart Office DAI : 173,000 - 260,000 USD / AnnualCanada - Toronto Office TRO : 181,000 - 272,000 CAD / AnnualOur 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 On-Target Earnings or OTE, which is base pay plus commissions, and does not include equity or benefits. 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
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