Global Process Owner – Customer Success

Role Overview

• Leverages data and technology to support the sales organization, diagnose issues, and design solutions.
• 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.
• 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.
• 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).
• Establishes governance structures and ensures consistent global adoption of standardized customer success processes.
• Measures impact of changes using defined success metrics and drives iterative refinement.
• Acts as a trusted advisor to Customer Success and CRO leaders on customer lifecycle effectiveness, retention, and growth opportunities.

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.

Benefits

• Employee Assistance Program
• Health 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.
• Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge.