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Digital Customer Success, Senior Manager
Full-time
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 framework
Journey Strategy: Design end-to-end digital journeys across onboarding, adoption, value realization, risk, renewal and growth
Coverage Orchestration: Establish segmentation and orchestration rules determining the appropriate combination of digital, pooled and named engagement
AI & 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 libraries
Technology & Data: Partner with technology and operations teams to translate Digital CS requirements into capabilities within Gainsight, Salesforce, AI platforms, automation and customer-facing channels
Scaled Plays: Build scalable playbooks, campaigns, CTAs, self-service experiences and automated communications
Human Intervention: Establish triggers and escalation paths that move customers from digital engagement to human intervention when risk, complexity or opportunity warrants it
Cross-Functional Execution: Partner with CSM, Service Management, Renewals, Sales, Marketing, Support, Product and Operations leaders to create a coordinated customer experience
Performance: Define Digital CS KPIs and measure journey effectiveness, engagement, adoption, risk identification, retention, renewal outcomes, expansion signals and cost-to-serve
Optimization & 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” model
Balances customer experience, business outcomes and cost-to-serve
Creates clarity across Digital, Pooled and Named models and enables movement between them
Leads through influence across business, technology, operations and regional teams
Builds a culture of measurement and continuous improvement
Champions the principle that lower-touch does not mean lower-value customer experience
10+ years in Customer Success, Digital Customer Success, Customer Experience, lifecycle management or related technology functions
Demonstrated experience designing and operating scaled or digital customer engagement models across large customer populations
Strong understanding of the customer lifecycle: onboarding, adoption, value realization, risk management, renewals and expansion
Hands-on experience using Gainsight and Gainsight Journey Orchestrator to design, build, launch and optimize digital customer journeys and programs
Experience using Salesforce, automation, AI, analytics and customer telemetry to drive proactive engagement
Proven ability to lead cross-functional transformation across Customer Success, Sales, Marketing, Product, Support, Operations, Data and Technology
Digital-first and customer-centric thinker; redesigns experiences rather than simply automating existing processes
Data-driven; uses behavioral, operational and commercial signals to determine when and how to engage
Journey and process design expertise; translates customer needs into repeatable, scalable lifecycle experiences
Strong technology orientation across CRM, CS platforms, AI, automation and digital channels
Commercial acumen linking adoption and value to risk, renewal, retention and expansion
Change leadership and influence across functions without direct authority
Experimentation mindset; tests journeys, interventions, channels and triggers and optimizes from results
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.
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. This posting is a new position within our organization.
