Senior Director of EMEA Customer Success, Equinix
Management Leader
Salary not provided
Senior and Expert level
Amsterdam
London
Digital infrastructure company
Be an early applicant
Digital infrastructure company
1001+ employees
B2BCommunicationSaaSCloud Computing
Be an early applicant
Salary not provided
Senior and Expert level
Amsterdam
London
1001+ employees
B2BCommunicationSaaSCloud Computing
Company mission
To provide finance, manufacturing, transport, government, and healthcare organizations a cloud-first world.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Our take
Equinix is a veteran player in the digital infrastructure market, connecting industry-leading organizations in finance, manufacturing, retail, transportation, government, healthcare, and education.
The company provides a range of services within the categories of digital, support, data center, and interconnection, with capabilities including, for example, simplifying hybrid cloud deployments or securing on-site deployments. It has an extensive range of partners, granting its clients access to a vast range of industry-leading technologies atop its own offerings.
With a wide global presence, Equinix has secured a path to continued success by its ability to keep abreast of developments in the space. The company is comfortably positioned to remain a robust and leading player across multiple growth avenues and can be expected to make more smart developments and partnerships in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
9% employee growth in 12 months
Company
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Adaire Fox-Martin
(CEO & President)Prior to becoming CEO of Equinix in 2024, Adaire spent nearly 3 years at Google in various roles, including Head of Google Ireland and President of Google Cloud Go to Market. She also spent nearly 14 years at SAP and over 18 years at Oracle Corporation.
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