Equinix · 9 hours ago
Director, Customer Success Transformation
El Segundo, CA
Full-time
Hybrid
Director/Executive
$177K/yr - $265K/yr
15+ years expEquinix is the world’s digital infrastructure company®, focused on enabling innovations that enrich work and life. The Director, Customer Success Transformation will lead initiatives to transform the Customer Success organization, focusing on proactive customer journey management and driving commercial outcomes through collaboration and process improvements.
Cloud Data ServicesData CenterInformation TechnologyInfrastructureInternetSoftware
Responsibilities
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
Identify process improvements and policy changes that change the way we work; starting healthy habits also includes ending bad habits that dilute the mission
Establish rules of engagement with x-functional teams and tools (e.g., self-service) in order to maintain clear roles & responsibilities
Refine and tune the Customer Health Score Process, making sure that it aligns with an accurate forecast for commercial outcomes (churn through expansion)
Review our customer personas and ensure the right persona is taking part in the right discussions
Establish a repeatable and scalable Customer Business Review process where we can showcase the value we bring to the customer
Evaluate process and policy options before tooling and other options; change the way we work
Identify capabilities that should live in tooling (e.g., customer portal) or with different teams (e.g., partners), enhancing our digital motion
Leverage data and analytics in order to make decisions and establish processes that enable our CSMs to maximize their time with their customers
Qualification
Required
Expert in using Gainsight and its capabilities, including Customer Health Scoring, SkillJar, Gainsight University, and Gainsight Success Plans to unify the CSM approach to the customer journey and provide a consistent and excellent experience to our customers
Expert in utilizing Clari (forecasting) and SFDC (SFA & CPQ), our primary sales management tools
Strong background in utilizing AI Agents, Agentic AI, and LLMs in order to automate, target, personalize, and scale our customer success motion
Preferred
15+ years experience preferred
Bachelor's Degree preferred
Benefits
Employee Assistance Program
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.
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.
Company
Equinix
Equinix is an internet company that provides data center services for companies, businesses, and organizations.
10001+ employees
H1B Sponsorship
Equinix has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (113)
2024 (157)
2023 (117)
2022 (121)
2021 (179)
2020 (122)
Funding
Current Stage
Public CompanyTotal Funding
$4.27BKey Investors
Elliott Management Corp.Crosslink Capital
2025-11-19Post Ipo Debt· $499.92M
2025-07-22Post Ipo Equity
2025-03-17Post Ipo Debt· $374.96M
Leadership Team
Adaire Fox-Martin
Chief Executive Officer & President
Keith Taylor
Chief Financial Officer
Recent News
2026-01-14
2026-01-11
Company data provided by crunchbase