Global Process Owner – Customer Success

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

Leverages data and technology to support the sales organization, diagnose issues, and design solutions.

Responsibilities

GTM Process Transformation

• Partners with Customer Success, Commercial, Sales, and CRO leadership to identify and prioritize high-impact customer lifecycle process improvements aligned to retention and growth objectives

• Helps define and refine scalable operating models across onboarding, adoption, customer engagement, renewal, expansion, advocacy, and churn mitigation motions

• Develops lightweight business cases and ROI assessments to inform prioritization decisions

• Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements

Process Design & Governance

• Leads design and documentation of global process standards across key customer lifecycle domains (e.g., onboarding, health management, customer engagement, renewal planning, expansion motions, advocacy, and churn management)

• Defines roles, responsibilities, stage criteria, and handoffs across Customer Success, Sales, Commercial, Support, Operations, and Finance teams

• Establishes governance structures and ensures consistent global adoption of standardized customer success processes

• Drives continuous improvement by identifying breakdowns, root causes, and opportunities for simplification

Program Execution & Change Enablement

• Partners with Customer Success, Sales, Commercial, Finance, Legal, Support, and Technology teams to execute prioritized initiatives

• Translates business needs into actionable requirements and collaborates with digital/technology teams through implementation

• Supports rollout of new customer lifecycle processes and capabilities while ensuring alignment with enablement and communication plans

• Measures impact of changes using defined success metrics and drives iterative refinement

Cross-Functional Collaboration

• Acts as a trusted advisor to Customer Success and CRO leaders on customer lifecycle effectiveness, retention, and growth opportunities

• Works closely with CRO and Technology teams to ensure process, policy, and system alignment

• Considers up- and downstream impacts of process changes across the customer lifecycle, from onboarding through renewal and expansion

Qualifications

• 10+ years of experience in Customer Transformation, Customer Success Operations, Commercial Operations, Customer Experience, or similar functions within a technology or subscription-based business

• Experience designing and operationalizing customer lifecycle processes, including onboarding, adoption, customer engagement, renewal management, expansion, advocacy, and churn mitigation

• Proven track record leading cross-functional transformation initiatives and establishing scalable operating models across Customer Success, Sales, Commercial, Support, and Technology organizations

• Strong understanding of recurring revenue business models and the end-to-end customer lifecycle, including customer health management, renewals, expansion motions, retention strategies, and customer success technologies

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

United States - Dallas Infomart Office DAI : 136,000 - 204,000 USD / Annual

United States - Tampa Office TAO : 136,000 - 204,000 USD / Annual

Canada - Toronto Office TRO : 131,000 - 181,000 CAD / 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. Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

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.