Digital Customer Success, Senior Manager

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 Leads the strategy, design and execution of Equinix's Digital Customer Success Management post sale motion, creating scalable, data-driven customer journeys that drive adoption, value realization, retention and growth across digitally served customer segments. Owns the orchestration of digital engagement, leveraging customer data, automation, AI and behavioral signals to deliver proactive experiences and trigger human intervention at the moments that matter most. Build and scale a digitally led CSM model that delivers proactive, personalized customer experiences at scale using data, automation, AI and human intervention to drive adoption, value realization, retention and growth Responsibilities Digital CS Strategy: Define and own the Digital Customer Success strategy, operating model, roadmap and performance framework Journey Strategy: Design end-to-end digital journeys across onboarding, adoption, value realization, risk, renewal and growth Coverage Orchestration: Establish segmentation and orchestration rules determining the appropriate combination of digital, pooled and named engagement AI & Signal-Driven Engagement: Develop event- and signal-driven interventions using customer health, product/service usage, lifecycle milestones, risk indicators, commercial events and customer behavior. Set the strategy and operationalize how we will use AI in the digital Post-Sale motion. Help build Agent libraries Technology & Data: Partner with technology and operations teams to translate Digital CS requirements into capabilities within Gainsight, Salesforce, AI platforms, automation and customer-facing channels Scaled Plays: Build scalable playbooks, campaigns, CTAs, self-service experiences and automated communications Human Intervention: Establish triggers and escalation paths that move customers from digital engagement to human intervention when risk, complexity or opportunity warrants it Cross-Functional Execution: Partner with CSM, Service Management, Renewals, Sales, Marketing, Support, Product and Operations leaders to create a coordinated customer experience Performance: Define Digital CS KPIs and measure journey effectiveness, engagement, adoption, risk identification, retention, renewal outcomes, expansion signals and cost-to-serve Optimization & Leadership: Establish a test-and-learn discipline, continuously optimize journeys, and lead/develop Digital CS resources responsible for scaled engagement and journey execution Qualifications Challenges traditional high-touch assumptions and thinks beyond a "bigger-ratio CSM" model Balances customer experience, business outcomes and cost-to-serve Creates clarity across Digital, Pooled and Named models and enables movement between them Leads through influence across business, technology, operations and regional teams Builds a culture of measurement and continuous improvement Champions the principle that lower-touch does not mean lower-value customer experience 10+ years in Customer Success, Digital Customer Success, Customer Experience, lifecycle management or related technology functions Demonstrated experience designing and operating scaled or digital customer engagement models across large customer populations Strong understanding of the customer lifecycle: onboarding, adoption, value realization, risk management, renewals and expansion Hands-