Senior Director - EMEA Customer Success Management Leader

Who are we?

We are looking for a Senior Director to lead our EMEA Enterprise Customer Success Management organization at an important point in the evolution of Customer Success Management at Equinix.  This leader will be responsible for translating our global Customer Success Management strategy into a value-led, data-driven regional operating model that strengthens customer relationships, improves value realization, identifies and mitigates risk, and drives predictable retention, renewals and growth.  

The role requires more than operating an established Customer Success Management organization. We are looking for a builder and transformation leader who can help shape how Customer Success operates - combining high-touch customer engagement with data, digital capabilities, automation and AI to create a more proactive and scalable customer experience.  The Senior Director will lead CSM teams across EMEA and serve as a senior Customer Success partner to EMEA Sales leadership and teams across Equinix. Success will require the ability to set a clear vision, simplify complexity, develop strong leaders, and turn strategy into consistent execution across a diverse region.

Key Responsibilities:

Lead a value-led Customer Success organization

• Build a culture in which Customer Success begins with understanding customer priorities and desired outcomes. Ensure CSMs translate those priorities into Success Plans, value realization, adoption strategies, executive engagement and measurable customer outcomes.

Own retention, renewals and commercial performance

• Be accountable for regional retention and renewal performance and predictability. Establish disciplined renewal management, forecasting and risk practices while strengthening CSM commercial acumen and accountability. Partner closely with Sales on renewal strategy, expansion opportunities and long-term customer value.

Build a proactive, data-driven engagement model

• Use customer health, risk, lifecycle, commercial and behavioral signals to help CSMs prioritize where and how they engage. Drive a shift from reactive account management toward proactive engagement focused on value, risk, renewal and growth.
• Operationalize the global Customer Success Management model across EMEA
• Translate global coverage, segmentation and engagement standards into disciplined regional execution while accounting for the needs of EMEA customers and markets. Establish clear expectations engagement models and ensure consistent execution of core Customer Success Management motions.

Scale Customer Success through digital, automation and AI

• Champion the use of technology to increase CSM capacity and improve the customer experience. Partner with global teams to incorporate digital journeys, automation, AI and agentic capabilities into the Customer Success operating model allowing CSMs to focus their time where human relationships, judgment and expertise create the greatest value.
• Create consistent customer engagement and value rhythms
• Drive consistent execution of Success Planning, Customer Business Reviews, health and risk management, renewal readiness and executive engagement. Ensure these motions are focused on customer outcomes rather than activity completion.

Partner deeply with EMEA Sales and cross-functional leaders

• Serve as the senior Customer Success counterpart to EMEA Sales leadership. Build strong partnerships across Sales, Service Management, Renewals, Support, Product, Marketing, Operations, Finance and other teams to create a coordinated post-sale customer experience and remove barriers to customer outcomes.

Clarify CSM and Service Management accountability

• Help establish clear accountability between value-led Customer Success Management and operational Service Management. Reduce unnecessary handoffs, eliminate ambiguity and ensure CSM capacity remains focused on customer value, retention and growth.

Manage material customer and commercial risk

• Provide executive oversight for significant customer, relationship and renewal risks that cannot be resolved at the account or manager level. Ensure risks are identified early, clearly understood and addressed cross-functionally.
• Build and develop an exceptional regional leadership team
• Lead and coach CSM leaders across multiple EMEA markets. Build leadership capability in value articulation, commercial acumen, executive engagement, change leadership and disciplined execution. Own regional workforce planning and ensure organizational capabilities evolve alongside the Customer Success model.

Lead transformation and continuous improvement

• Create belief in the future-state Customer Success model and translate transformation strategy into clear expectations and behaviors. Challenge legacy practices, remove barriers to change, and establish a culture of measurement, experimentation and continuous improvement.

Skills, Experience & Qualifications

We are looking for a leader who brings:

• Extensive experience leading Customer Success or related GTM organizations, including leadership of leaders across multiple countries and markets.
• Demonstrated experience building and operationalizing value-led Customer Success motions, including Success Planning, value realization, adoption, customer health, risk management and executive engagement.
• Proven accountability for retention, renewals, renewal forecasting and commercial performance.
• Experience leading segmented Customer Success Management models and operating across differentiated coverage approaches such as high-touch, pooled and digital.
• Experience using data, customer signals and analytics to prioritize engagement and improve customer outcomes.
• Strong understanding of how digital Customer Success, automation and AI can increase scale and improve customer experience without sacrificing important human relationships.
• Experience leading significant operating-model or organizational transformation and bringing teams through meaningful change.
• Demonstrated ability to build strong partnerships with Sales and senior cross-functional leaders.
• Experience developing leaders and building high-performing Customer Success Management organizations.
• Bachelor's degree in a business-related discipline or equivalent experience.

Leadership Characteristics

The successful candidate will be:

• A builder and operator who can move comfortably between strategy and execution.
• A customer- and value-first leader who understands the connection between customer outcomes, retention and growth.
• A strong commercial leader who is comfortable owning renewal performance and predictability.
• A digital-first thinker who sees technology, automation and AI as ways to enhance, not replace, the customer relationship.
• A strong simplifier who can turn complex strategies into clear priorities and operating expectations.
• A confident leader of leaders with a strong coaching and talent-development mindset.
• Highly effective at influencing across organizational boundaries and building alignment with Sales and other functions.
• Data-informed and comfortable using signals and metrics to drive decisions.
• Comfortable operating with ambiguity and leading through significant transformation.
• Willing to roll up their sleeves when necessary to turn a vision into an operating reality.

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. 

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