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.

Role Description

This role makes large‑scale transformation executable. As the owner of Customer Success operating model clarity, you define how work gets done, how decisions are made, and how teams are held accountable, ensuring Customer Success operates as a single, cohesive system across Activation → Experience → Growth. You translate strategy into practical, repeatable execution by establishing clear roles, governance, operating rhythms, and adoption mechanisms that drive measurable business outcomes.

You will lead the end‑to‑end transformation portfolio: setting direction, sequencing change, managing dependencies and risks, and ensuring adoption sticks at the front line. This role partners closely with senior leaders across Customer Success, Support, Delivery, and CRO functions to align priorities, remove friction, and keep leaders focused on outcomes such as book‑to‑bill, cost to serve, and renewal predictability, not activity. Success in this role requires strong business judgment, change leadership, and the ability to influence at all levels while maintaining an executive‑ready narrative on what is changing, why it matters, and what decisions are needed.

 

Key Responsibilities:

• Own operating model design and clarity: roles, decision rights, handoffs, and governance across CS, Support, Delivery, CPM, and partners.

• Stand up and run the customer experience governance approach (cadence, escalation paths, shared decisions).

• Build and manage the transformation roadmap and portfolio (dependencies, risks, outcomes tracking).

• Drive adoption: manager enablement, behavioural expectations, and operating rhythms that reinforce joint accountability.

• Ensure capability track and functional track move together (journey, telemetry, feedback loops + frontline execution).

• Keep the LT focused on measurable outcomes (book to bill, cost to serve, renewal predictability) rather than activity.

• Partner across CRO functions to align priorities and remove friction (EDGE interlocks; GTM motion).

• Maintain executive ready narrative and decision asks (what we are changing, why, and what we need).

• Coach and develop team members to strengthen business acumen, change leadership, and executional discipline.​

• Drive workforce planning and location-based strategies to optimize talent and delivery agility.​

• Champion Equinix values, modelling transparency, inclusion, collaboration, and a bias for action across all transformation efforts.

Skills, Experience, & Qualifications:

• Bachelor's degree in business-related discipline or equivalent experience​

• Extensive experience in Customer Success / GTM

• Experience leading cross functional transformation programmes end to end

• Strong operating model design capability (roles, governance, decision rights)

• Proven program/portfolio management discipline

• Strong change management and adoption track record

• Strong commercial understanding of the CRO priorities and CS value drivers

• Structured thinker; creates clarity fast

• Strong influencer; gets decisions made without force

• Bias to measurable outcomes

• Comfortable in ambiguity; steady operator

• Builds shared accountability across leaders

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

United States - Dallas Infomart Office DAI : 248,000 - 372,000 USD / Annual

United States - Redwood City Office GHQ : 248,000 - 372,000 USD / Annual

United States - Ashburn Office AEO : 248,000 - 372,000 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. 

We use artificial intelligence in our hiring process. Learn more here.

This posting is a new position within our organization.