Regional Customer Success Management – Enterprise

Overview

In this role you will translate the global Customer Success strategy into regional action, leading a scalable CS organization to drive renewals, retention, and growth. You will partner with Sales and Service Management to ensure predictable outcomes and a strong leadership bench. You will shape regional execution of the operating model, remove friction, and guide transformation with a focus on customer outcomes. This is an opportunity to influence how Equinix delivers value to enterprise customers at scale and across regions.

Responsibilities

• Own regional commercial outcomes and renewal predictability, focusing on retention and CLV.
• Embed and scale the CS/Service Management operating model, clarifying ownership and escalation paths.
• Translate global standards into disciplined regional execution with consistent customer rhythms.
• Partner with Sales on renewal strategy, risk mitigation, and expansion planning.
• Develop and sustain a strong CSM/Manager bench with clear leadership expectations.
• Own escalation for high-impact renewal risk and balance customer, commercial, and organizational considerations.
• Lead regional leadership development, workforce planning, and change-enabled execution.
• Champion Equinix values including transparency, inclusion, collaboration, and action.

Key requirements

• Bachelor’s 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 renewal performance, retention outcomes, and commercial execution
• Experience embedding operating-model change and leading leaders through transformation
• Strong understanding of segmentation, coverage models, and scalable customer engagement
• Strong understanding of adoption, renewal readiness, and expansion disciplines
• Comfortable leading through operating model change
• Strong simplifier; clear strategy, ownership, and priorities
• Customer- and commercial-outcome focused; coaching mindset; comfortable with ambiguity

• coaching mindset
• leadership and empathy
• collaboration and cross-functional influence
• decision-making under ambiguity
• transparency and inclusion

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