SVP, Customer Success

SVP, Customer Success

Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. 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 youbecause when you feel valued, you're empowered to do your best work.

Job Summary

Reporting to the Chief Revenue Officer, the SVP, Customer Success will develop and execute a strategy to continue the evolution of the Customer Success organization to own customer retention and develop a revenue generating success and support model. This leader will be instrumental in championing a customer-first mindset, ensuring that customer needs and expectations are consistently met across every interaction. They will own the post-sales customer journey, crafting strategies to address pain points, enhance the overall experience, and drive maximum value realization from our products. The leader will be responsible for driving customer retention and satisfaction programs, developing a revenue generating success and support model, and work with cross-functional teams to ensure a world-class technical support experience.

The role requires someone with exceptional strategic thinking, entrepreneurial spirit, and a results-driven approach. It is expected that this individual will have the ability to collaborate with key internal stakeholders, including Sales, Marketing, Product, Operations, IT to deliver a seamless and differentiated customer experience, and be responsible for building and managing a high-performing team.

Responsibilities

Strategic Leadership : Develop and implement a customer experience and success strategy that enhances customer satisfaction, loyalty and retention and is aligned with the enterprise goals. Transform Customer Success organization to own customer retention and develop a revenue generating success and support model

Ownership of the post sales customer journey : Own and build strategy to address customer needs and expectations along the post sales journey (incl. how to resolve pain points, improve experience and maximize product value) and collaborate with sales and operations to ensure seamless delivery

Activation & Technical Support Services : Deliver global enterprise-class activation and technical support services to ensure successful adoption, support, renewal and expansion across the customer journey

Transformational Support Strategy : Implement a proactive support experience and define an online support experience for competitive differentiation

Customer Retention Programs : Define and drive retention and satisfaction programs to enhance customer loyalty

Executive and Client Relationship Management : Align with C-suite on goals and strategy; build strong relationships with enterprise client CXOs

Customer Feedback and Voice of Customer : Develop strategies for conducting post-sales surveys, own Voice of the Customer, actioning feedback, and development of targeted improvement campaigns

Operational Excellence : Work with GTM Ops to develop plans, policies, and procedures to achieve customer satisfaction, promote excellence, and identify transformative opportunities to increase revenues e.g., through paid success and support

Digital strategy and tooling : Work with GTM Ops and IT teams to define and effectively implement a digital strategy and tooling that can be leveraged by the success and support teams to enhance the customer experience

Quarterly Business Plans : Manage business plans with metrics to accurately predict performance and communicate ongoing operational metrics and strategic initiatives

Key metrics : Own and drive improvement across metrics such as : Net Revenue Retention (NRR), Net Promoter Score (NPS), Customer health scores, Customer lifetime value (LTV), Customer churn rate, Time to issue resolution

Team Leadership and Coordination : Lead, develop, and manage a high-performing team across Customer Success, Support, Delivery, CX teams; ensure seamless coordination between all CX related teams

Knowledge and Experience

Extensive experience in CRM, Customer Success acquisition and retention, customer success and support (preferably in a B2B SaaS / Technology company)

Substantial experience as a CCO, Head of Customer Success or any other comparable leadership position

Proven track record, building and implementing of an improved customer experience

Demonstrated ability to transform an organization into a revenue generating, digitally enabled and customer-centric team

Skills and Attributes

Excellent leadership skills in building, developing, and managing a strong team

Strong understanding of customer experience, customer care, customer lifecycle management, CRM, best in class digital technologies available, and after-sales support

Highly entrepreneurial with a results-driven approach

Strong interpersonal and communication skills

Ability to work collaboratively with other functions / teams and build consensus with team and top management

Additional Job Description

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

United States - Redwood City Office GHQ : 360,000 - 540,000 USD / Annual

United States - Dallas Infomart Office DAI : 300,000 - 450,000 USD / 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.

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.

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.