VP, Enterprise and Commercial Customer Success Management
Equinix, Ashburn, VA, United States
Job Summary
Owns how Customer Success scales across Enterprise, Rest of Enterprise, and Commercial segments. Leads the dual role model where CSMs focus on value, adoption, renewals and expansion, and Service Managers focus on operational excellence and service accountability.
Responsibilities
Own the coverage and segmentation execution model: experience standards, engagement levels, and capacity principles by segment
Lead and embed the CSM / Service Manager role model, including what each role owns, how they partner, and how work is handed off
Build consistent customer rhythms: onboarding expectations, success plans, health reviews, renewal readiness, and expansion motions
Own the capability system for CSM/SM: hiring profiles, assessment approach, enablement path, and performance expectations
Embed value realisation discipline into day-to-day work (presale value hypothesis postsale outcomes executive value reviews)
Partner with Digital Transformation to ensure customer health signals and playbooks are usable, and drive earlier interventions
Reduce customer experience variability across regions by setting clear standards and "moments that matter" expectations
Ensure the CS model ladders to CRO Serve Better goals: retention outcomes, renewal predictability, and CLV improvements
Coach and develop team members to strengthen business acumen, change leadership, and executional discipline
Drive workforce planning and location-based strategies to optimize talent and delivery agility
Champion Equinix values, modelling transparency, inclusion, collaboration, and a bias for action across all transformation efforts
Qualifications
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 that stick
Strong understanding of adoption, renewal readiness, and expansion disciplines
Comfortable leading through operating model change
Skills and Attributes
Strong simplifier – makes "who owns what" unambiguous
System builder – designs standards that work globally
Customer and commercial mindset
Strong people leader and coach
Pragmatic and outcomes-focused
Equinix is an Equal Employment Opportunity and, in the U.S., an Affiant 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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Responsibilities
Own the coverage and segmentation execution model: experience standards, engagement levels, and capacity principles by segment
Lead and embed the CSM / Service Manager role model, including what each role owns, how they partner, and how work is handed off
Build consistent customer rhythms: onboarding expectations, success plans, health reviews, renewal readiness, and expansion motions
Own the capability system for CSM/SM: hiring profiles, assessment approach, enablement path, and performance expectations
Embed value realisation discipline into day-to-day work (presale value hypothesis postsale outcomes executive value reviews)
Partner with Digital Transformation to ensure customer health signals and playbooks are usable, and drive earlier interventions
Reduce customer experience variability across regions by setting clear standards and "moments that matter" expectations
Ensure the CS model ladders to CRO Serve Better goals: retention outcomes, renewal predictability, and CLV improvements
Coach and develop team members to strengthen business acumen, change leadership, and executional discipline
Drive workforce planning and location-based strategies to optimize talent and delivery agility
Champion Equinix values, modelling transparency, inclusion, collaboration, and a bias for action across all transformation efforts
Qualifications
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 that stick
Strong understanding of adoption, renewal readiness, and expansion disciplines
Comfortable leading through operating model change
Skills and Attributes
Strong simplifier – makes "who owns what" unambiguous
System builder – designs standards that work globally
Customer and commercial mindset
Strong people leader and coach
Pragmatic and outcomes-focused
Equinix is an Equal Employment Opportunity and, in the U.S., an Affiant 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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