Senior Director, Customer Success Transformation

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

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. 

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