Owns how Customer Success scales across Enterprise, Rest of Enterprise, and Commercial segments, leading a dual-role model where CSMs focus on value, adoption, renewals and expansion, and Service Managers focus on operational excellence and service accountability
Job Summary
Owns how Customer Success scales across Enterprise, Rest of Enterprise, and Commercial segments, leading a dual-role model where CSMs focus on value, adoption, renewals and expansion, and Service Managers focus on operational excellence and service accountability.
Builds consistent customer rhythms including onboarding expectations, success plans, health reviews, renewal readiness, and expansion motions, while embedding value realization discipline into day-to-day work.
Ensures the CS model ladders to CRO Serve Better goals, driving retention outcomes, renewal predictability, and CLV improvements through coaching and developing team members.
Matching Summary
Owns how Customer Success scales across Enterprise, Rest of Enterprise, and Commercial segments, leading a dual-role model where CSMs focus on value, adoption, renewals and expansion, and Service Managers focus on operational excellence and service accountability.
Salary
Base: 248,000 - 372,000 USD / Annual; Bonus/Equity: Not specified; Benefits: Not specified
Skills & Requirements
Must-have
Customer Success scaling strategy
dual-role model implementation
customer value realization discipline
consistent customer rhythms
workforce planning and location strategies
Nice-to-have
championing Equinix values
shaping what comes next
amplifying customer value
Key Requirements
Bachelor’s & Masters degree in business-related discipline or equivalent experience
Extensive experience in Customer Success / GTM
Experience leading scaled Customer Success organisations with segmented coverage models
Experience implementing dual-role models and clarifying decision rights at scale
Track record building enablement and capability frameworks
Comfortable leading through operating model change