Equinix
Regional Customer Success Management - Enterprise
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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.
Role Overview
Regional Leader, Enterprise Customer Success Management is accountable for regional commercial performance, renewal predictability, and execution consistency across the Customer Success Management organisation.
This role translates the global Customer Success strategy and operating model into disciplined regional execution, builds leadership capability at scale, and ensures Customer Success operates as a predictable growth and retention engine in close partnership with Sales and Service Management.
Key Responsibilities
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Own regional commercial outcomes and renewal predictability
- Accountable for retention, renewals, and contribution to Customer Lifetime Value across the region.
- Translates CRO and CS strategy into clear regional commercial priorities and trade‑offs.
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Embed the CSMgr / Service Manager operating model at scale
- Ensures clean separation of accountability between value‑led Customer Success Management and operational Service Management.
- Removes ambiguity in ownership, handoffs, and escalation paths that create friction or delay outcomes.
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Translate global standards into disciplined regional execution
- Applies global coverage, segmentation, and engagement standards in a way that fits regional context without diluting intent.
- Ensures consistent customer rhythms (onboarding, success planning, renewal readiness, executive reviews).
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Partner with Sales leadership on renewals and growth
- Acts as the senior CS counterpart to Sales leadership for renewal strategy, risk mitigation, and expansion planning.
- Ensures CS and Sales operate with shared expectations, timing, and accountability.
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Build and sustain a strong CSMgr Manager bench
- Sets clear expectations for people leadership, commercial acumen, and execution discipline.
- Coaches and develops managers to lead teams through change and increasing commercial accountability.
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Manage material customer and commercial risk
- Owns escalation for high‑impact customer or renewal risk that cannot be resolved at manager level.
- Balances customer, commercial, and organisational considerations in decision‑making.
Leading Teams
- Build and sustain a strong regional leadership bench by coaching leaders to combine commercial acumen, change leadership, and disciplined execution in line with the Customer Success operating model.
- Set clear direction and create belief in the transformation by connecting strategy, customer outcomes, and day‑to‑day leadership expectations.
- Own regional workforce planning and location strategy, ensuring leadership capacity and skills are aligned to current and future operating model needs.
- Sponsor and actively remove barriers to change, enabling managers to translate intent into execution at pace.
- Champion Equinix values by modelling transparency, inclusion, collaboration, and a bias for action throughout transformation and steady‑state operations.
Skills, Experience, & Qualifications
- Bachelor’s degree in business-related discipline or equivalent experience
- Extensive experience in Customer Success / GTM
- Experience leading scaled Customer Success organisations with segmented coverage models.
- Proven track record of owning renewal performance, retention outcomes, and commercial execution.
- Experience embedding operating‑model change and leading leaders through transformation.
- Strong understanding of segmentation, coverage models, and scalable customer engagement practices.
- Strong understanding of adoption, renewal readiness, and expansion disciplines.
- Comfortable leading through operating model change.
- Strong simplifier — makes strategy, ownership, and priorities unambiguous.
- Customer‑ and commercial‑outcome focused.
- Confident leader of leaders with a coaching mindset.
- Comfortable making decisions under ambiguity and change.
- Pragmatic, data‑informed, and execution‑oriented.
- Models Equinix values through transparency, inclusion, collaboration, and a bias for action.
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Equal Employment Opportunity
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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