Who are we?

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

Drives the end-to-end business transformation of the Customer Success capability. This leader will be accountable for partnering with the functional VPs, the VP Digital Transformation, GTM Ops, and the extended team to create the operating model that delivers the outcomes of the CS strategy. 

 

Responsibilities

• Own execution of the Customer Success transformation roadmap, including sequencing, milestones, dependencies, and risk management. 

• Translate CS strategy and operating model decisions into practical, implementable plans for frontline teams. 

• Drive multiple concurrent transformation initiatives, ensuring delivery against scope, timeline, and outcomes. 

• Lead implementation of CS operating model elements. 

• Partner with CS functional leaders to pilot, validate, and refine designs before scale. 

• Identify friction, gaps, or overlap in execution and bring clear recommendations to the VP for resolution. 

• Own change adoption across CS teams. 

• Partner with Enablement and CS leaders to ensure leaders actively model and reinforce transformed ways of working. 

• Track adoption signals and behavioral change, not just rollout completion. 

• Act as the day-to-day integrator across CS functional VPs, Digital Transformation, and GTM Ops. 

• Resolve execution-level issues, surface trade-offs, risks, and decision points with clear options for leadership. 

• Ensure transformation efforts across teams remain aligned and coordinated. 

• Define and track initiative-level success metrics. 

• Provide clear, executive-ready insights on progress, impact, and learnings. 

• Establish feedback loops from frontline teams, customers, and data to continuously refine the operating model. 

• Serve as a trusted transformation partner to CS leaders, balancing urgency with empathy. 

• Influence without formal authority; build alignment through clarity, data, and partnerships. 

• Champion organizational values, modeling transparency, inclusion, collaboration, and a bias for action. 

 

Leadership characteristics of the role

• Serve as a trusted transformation partner to CS leaders, balancing urgency with empathy. 

• Influence without formal authority; build alignment through clarity, data, and partnerships. 

• Demonstrate accountability, transparency, and a strong bias for action across all transformation work. 

Qualifications

• Bachelor’s degree in a business-related discipline or equivalent experience. 

• Extensive experience in Customer Success and/or GTM functions. 

• Proven track record leading complex, cross-functional operating model initiatives. 

• Strong change management and execution discipline. 

• Deep understanding of scalable CSM-led support, professional services motions, digital enablement, and outcome-based management. 

• Experience operating in enterprise environments and with enterprise client motions. 

• Understanding of hybrid and multi-cloud, interconnection, and activation challenges with a strong customer-outcomes focus. 

 

Skills and Attributes

• Brings structure and clarity to ambiguity. 

• Data-driven; focuses teams on measurable outcomes versus activity. 

• Calm, steady operator who builds trust across leaders and teams. 

• Strong written and verbal communication skills; able to distil complexity for executive audiences. 

• Comfortable challenging the status quo while maintaining strong relationships. 

• High standards for quality and customer experience. 

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

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

United States - Redwood City Office GHQ : 213,000 - 319,000 USD / Annual

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

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 by completing this form.

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. 

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This posting is a new position within our organization.