Regional Customer Success Management Enterprise

Who are we

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:

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 tradeoffs.

Embed the CSMgr / Service Manager operating model at scale

• Ensures clean separation of accountability between valueled Customer Success Management and operational Service Management.
• Removes ambiguity in ownership handoffs and escalation paths that create friction or delay outcomes.

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).

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.

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.

Manage material customer and commercial risk

• Owns escalation for highimpact customer or renewal risk that cannot be resolved at manager level.
• Balances customer commercial and organisational considerations in decisionmaking.

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 daytoday 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 steadystate operations.

Skills Experience & Qualifications:

• Bachelors 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 operatingmodel 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 commercialoutcome focused.
• Confident leader of leaders with a coaching mindset.
• Comfortable making decisions under ambiguity and change.
• Pragmatic datainformed and executionoriented.
• Models Equinix values through transparency inclusion collaboration and a bias for action.

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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