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GTM Engineer: Customer Experience & Lifecycle
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
We are looking for a builder to elevate how Equinix identifies, engages, and converts new opportunities, designing the automations and AI-powered systems that fuel top-of-funnel pipeline generation across both demand generation and sales development motions. Strong candidates will have a deep understanding of how modern marketing and SDR organizations operate and will bring the technical depth to turn those insights into production-ready agentic workflows. You will operate with high agency, embedded day-to-day with the Sales Development, Sales and Marketing teams you support, grounding every build in what your stakeholders need to be successful. You serve as the bridge between their domain expertise and the GTM AI program, they bring the business context, you bring the build.
Responsibilities
What You Will Do
Automate the research, preparation, and follow-up that surrounds customer conversations so CSMs spend their time on the relationship, not the administrative work around it
Develop onboarding and adoption automation that accelerates time-to-value for new customers and reduces manual coordination across Customer Success and delivery teams
Create intelligent support routing, case deflection, and delivery workflow automation that frees teams from administrative overhead and surfaces escalation risks before they become problems
Serve as the builder for ideas that originate in the field -- when sellers, marketers, or customer success managers identify an opportunity but lack the technical depth to execute on it, you turn their insight into a production-ready solution on their behalf
Act as a trusted advisor to individuals across the GTM organization who are already building their own agents and automations, helping them mature those citizen-built solutions into scalable, governed, production-ready capabilities
Work closely with business context experts to deeply understand the process, the friction, and the intended outcome before building, ensuring every solution is grounded in how the business actually operates, not just how it looks on paper
Partner with the engineering and IT organization on more technically complex builds, bringing the GTM context and business requirements while leveraging their infrastructure and architectural expertise to deliver at scale
Run data-driven experiments on customer experience and post-sale workflows and automation, measure impact against retention, customer satisfaction, and delivery metrics, and scale what works into durable infrastructure
Ensure every solution deployed is built to last, with appropriate guardrails around cost, performance, and operational sustainability so what gets built continues to deliver value without runaway overhead
Qualifications
What You Will Bring
Technical Skills
Hands-on experience building and deploying AI-powered workflows and agentic systems in a production environment, with a track record of writing business logic, designing solution architecture, and shipping reliably at pace
Strong technical foundation with the ability to build, troubleshoot, and iterate on complex workflows
Strong proficiency and experience integrating across Customer Success and service systems, CSP platforms, support tooling, project management systems, and CRM
Experience with LLMs, prompt engineering, and agent design applied to real post-sale workflow problems
Familiarity with data warehouses, BI tools, or event-driven systems
Hands-on experience with Customer Success and service platforms such as Gainsight, Salesforce Service Cloud, or similar tooling
Business and Domain Acumen
Deep understanding of post-sale motions across Customer Success, support, delivery, and renewals, you know what a CSM does, how health scores are built, what drives churn, and what a customer supporter and delivery manager worries about
Familiarity with project and program delivery operations in an enterprise services context
Understanding of customer support operations, case routing logic, and deflection mechanics
Commercial bias: you evaluate every workflow against the retention and delivery outcome it was designed to drive, not just whether it runs cleanly
Curiosity and an experimental mindset, you approach GTM problems like a detective, test hypotheses, and iterate based on what the data shows
Ability to communicate concisely and confidently about technical topics with non-technical stakeholders, and translate business requirements into technical designs
Preferred Experience
10 or more years in a combination of GTM engineering, customer success operations, customer success, service operations, or a technical role embedded within a post-sale organization
Prior experience building agentic or LLM-powered workflows in a B2B enterprise environment
Experience working within or alongside a post-sale or CRO organization with direct accountability to retention or delivery outcomes
Hands-on experience with modern GTM automation and enrichment platforms such as Clay, n8n, Glean, Agentforce, or similar agentic workflow tools is a strong plus
Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
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This posting is a new position within our organization.
