Global Process Owner - Customer Success

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

Requirements

• 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
• 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

Additional Information

Who are we? 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 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.

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