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 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. 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 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 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 Build scalable playbooks, campaigns, CTAs, self-service experiences and automated communications Establish triggers and escalation paths that move customers from digital engagement to human intervention when risk, complexity or chance warrants it 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 Establish a test-and-learn discipline, continuously optimize journeys, and lead/develop Digital CS resources responsible for scaled engagement and journey execution 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 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-on experience using Gainsight and Gainsight Journey Orchestrator to design, build, launch and optimize digital customer journeys and programs Experience using Salesforce, automation, AI, analytics and customer telemetry to drive proactive engagement Proven ability to lead cross-functional transformation across Customer Success, Sales, Marketing, Product, Support, Operations, Data and Technology Digital-first and customer-centric thinker; Data-driven; uses behavioral, operational and commercial signals to determine when and how to engage translates customer needs into repeatable, scalable lifecycle experiences Strong technology orientation across CRM, CS platforms, AI, automation and digital channels Commercial acumen linking adoption and value to risk, renewal, retention and expansion tests journeys, interventions, channels and triggers and optimizes from results United States
- Dallas Infomart Office DAI : 173,000
- 260,000 USD / Annual Canada
- Toronto Office TRO : 181,000
- 272,000 CAD / Annual Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. The targeted pay range listed reflects On-Target Earnings or OTE, which

📌 Digital Customer Success, Senior Manager (Toronto)
🏢 Equinix
📍 Toronto