Digital Customer Success, Senior Manager
Core
Leads the strategy, design, and execution of Equinix's Digital Customer Success post-sale motion, creating scalable, data-driven customer journeys that drive adoption, value realization, retention, and growth.
Role type
Senior Manager, Digital Customer Success
Builds
Scalable digital customer engagement models, automated journeys, and playbooks for digitally served customer segments.
Domain
Digital Infrastructure / Customer Success / SaaS
Required skills
Digital Customer Success strategy, journey design, segmentation, AI-driven engagement, Gainsight Journey Orchestrator, Salesforce, automation, cross-functional leadership, data analytics, commercial acumen, change management.
Preferred skills
Experience with agent libraries, test-and-learn discipline, redesigning experiences vs. automating processes.
Technologies
Gainsight, Salesforce, AI platforms, automation tools, customer telemetry.
Responsibilities
Define Digital CS strategy and operating model; design end-to-end digital journeys; establish segmentation and orchestration rules; develop signal-driven interventions; partner with tech teams to translate requirements into capabilities; build scalable playbooks and automated communications; establish triggers for human intervention; partner cross-functionally to create coordinated experiences; define KPIs and measure journey effectiveness; optimize journeys and lead/develop Digital CS resources.
Seniority
Senior Manager, hands-on IC with strategic oversight