About EquinixEquinix 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 SummaryContributes to the delivery of the Lead-to-Cash transformation by ensuring Customer Success capabilities align with the post‑sale customer journey. The Director, Customer Success designs, develops, and manages the lifecycle of the Customer Success Manager experience, the Gainsight platform, and the renewal and opportunity revenue motion within Equinix's Customer Success Experience team. Sets the vision and strategy for the pillar, ensuring it is competitively positioned and aligned with both the CSM organization’s operational needs and the broader revenue engagement motion.ResponsibilitiesTeam LeadershipLead a team of Product Managers, Product Owners, Process Architects, and contractors; provide leadership and direction through senior managers as the team scalesAccountable for the performance and results of direct reports and the broader pillar teamDrive succession planning recommendations and contribute to people development strategyOwn performance management of team members, including disciplinary actions and hire/fire decisions and recommendationsLead the GPS process including assessments and Total Rewards allocations of direct reportsDrive talent development including quarterly conversations, career pathways conversations, and individual development and growth plansModel Equinix Culture and ValuesPillar Scope and Product OwnershipOwn the Customer Success product experience including CSM workflows, account health, and renewal motionSet vision and roadmap for Customer Success product capabilities through transformation and beyondDrive Gainsight platform adoption, configuration, and BAU operations as the system of engagement for CSMsLead the Renewals and Opportunity expansion and develop the longer‑term plan for revenue motion product capabilitiesEstablish customer health scoring methodology and integration with Salesforce account dataOwn Customer Success PI planning, capability prioritization,



and roadmapDefine pillar‑level process and quality standards; ensure alignment with team‑wide standards set by Product OperationsDrive continuous improvement in Customer Success product delivery and Gainsight platform adoptionBuild and grow the Customer Success product team as scope and volume justify expansionCross‑functional PartnershipCoordinate with cross‑functional leadership to ensure Product Management is effective across Customer SuccessPartner with the Customer Success organization (CSMs, account teams) to translate operational needs into product capabilityCollaborate with Sales and Account Management leadership on opportunity routing, expansion signals, and renewal forecastingCoordinate with peer pillars (Service Delivery, Customer Support & Case, Order Platform) on customer‑touching capabilities that span domainsProactively engage with Director and VP‑level stakeholders to drive alignment on Customer Success product strategyPartner with the Sr Product Manager, Product Operations on cross‑pillar standards, frameworks, and intake governanceProduct / Domain ExpertiseSeen as an advisor and thought leader on Customer Success methodology and Gainsight platform — engaging regularly with internal teams and the CSM community to explain the portfolio, product strategy, and roadmapMentor the team in developing capabilities that resonate with CSMs and the broader Customer Success organizationDevelop innovative approaches to scale Customer Success capabilities as the function maturesBuild and maintain deep understanding of customer health scoring, renewal motion, and revenue engagement product practicesEvangelize Customer Success product capabilities across peer pillars and stakeholdersResource Allocation and PlanningEnsure resource allocations within the pillar are aligned with organizational prioritiesWork closely with peer Directors on shared resource needs (e.G., where customer success workflows touch Service Delivery or Customer Support)Identify potential resource shortfalls and elevate proactivelyManage and elevate resource conflicts as they ariseProvide input to capacity planning processes for the pillar’s contractor pool allocationOptimize resource allocation across CSM workflows, Gainsight BAU, and renewal motion workWhat Success Looks Like in Year 1Gainsight platform fully owned with stable BAU operations and improving adoption metrics among CSMsEstablished customer health scoring methodology integrated with SalesforceRenewal motion scoped, validated with contractor support, and either scaled or descoped based on demonstrated valueClear roadmap for Customer Success product capabilities through transformationEffective working relationships with CSM leadership and Sales/Account Management partnersQualifications8+ years product management experience,



with 4+ years in leadership rolesDemonstrated experience in Customer Success product management, including CSM workflows, customer health scoring, and renewal motionHands‑on experience with Gainsight (administration, configuration, integration, or product ownership)Strong background in B2B SaaS or enterprise customer success operationsSAFe Agile experience including PI Planning and capability managementProven ability to partner with Sales, Customer Success Management, and Account Management functionsDemonstrated people leadership including succession planning, talent development, and performance managementPreferred QualificationsGainsight certification (Administrator, NXT, or equivalent)Direct experience with renewal/opportunity revenue motion product capabilitiesBackground in revenue engagement product management at an enterprise SaaS or telecom companySAFe certificationExperience integrating Gainsight with Salesforce and other CRM/CPQ platformsTargeted Pay RangeCanada – Toronto Office: CAD 166,000 – 248,000 per annumUnited States – Dallas Infomart Office: USD 177,000 – 265,000 per annumPay ranges reflect the minimum and maximum target for new hire pay for the full‑time position determined by role, level, and location. Individual pay is based on additional factors including job‑related skills, experience, and relevant education or training.Equinix BenefitsAs an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient.Employee Assistance Program : Available to all employees.US BenefitsHealth, life, disability and voluntary plans for you and your eligible family membersRetirement plan optionsAccrued paid time off and paid holidaysCanada Core BenefitsHealthcare coverage that complements provincial system, plus life, disability and optional benefit plansDefined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax‑Free Savings Plan (TFSA)Vacation and paid holidaysEqual Opportunity EmployerEquinix 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. Equinix is an Equal Employment Prospect 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, medical conditions, gender identity, marital status, age, veteran or military status, disability, genetic information, or any other status protected by law.We use artificial intelligence in our hiring process. Learn morehere .This posting is a new position within our organization.#J-18808-Ljbffr

📌 Director, Product Management - Customer Success - C$166,000 - C$248,000 A Year (Winnipeg)
🏢 Equinix
📍 Winnipeg