Global Process Owner – Customer Success

Equinix

Global Process Owner leveraging data and technology to enhance customer success and retention at Equinix. Collaborating across teams to establish scalable operating models in customer lifecycle management.

Posted 6/10/2026full-timeDallas • Florida, Texas • 🇺🇸 United StatesSeniorLead💰 $136,000 - $204,000 per yearWebsite

About the role

Key responsibilities & impact

Leverages data and technology to support the sales organization, diagnose issues, and design solutions.
Partners with Customer Success, Commercial, Sales, and CRO leadership to identify and prioritize high-impact customer lifecycle process improvements aligned to retention and growth objectives.
Develops lightweight business cases and ROI assessments to inform prioritization decisions.
Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements.
Leads design and documentation of global process standards across key customer lifecycle domains (e.g., onboarding, health management, customer engagement, renewal planning, expansion motions, advocacy, and churn management).
Establishes governance structures and ensures consistent global adoption of standardized customer success processes.
Measures impact of changes using defined success metrics and drives iterative refinement.
Acts as a trusted advisor to Customer Success and CRO leaders on customer lifecycle effectiveness, retention, and growth opportunities.

Requirements

What you’ll need

10+ years of experience in Customer Transformation, Customer Success Operations, Commercial Operations, Customer Experience, or similar functions within a technology or subscription-based business
Experience designing and operationalizing customer lifecycle processes, including onboarding, adoption, customer engagement, renewal management, expansion, advocacy, and churn mitigation
Proven track record leading cross-functional transformation initiatives and establishing scalable operating models across Customer Success, Sales, Commercial, Support, and Technology organizations
Strong understanding of recurring revenue business models and the end-to-end customer lifecycle, including customer health management, renewals, expansion motions, retention strategies, and customer success technologies.

Benefits

Comp & perks

Employee Assistance Program
Health insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.
Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer lifecycle processesonboardingcustomer engagementrenewal managementexpansionadvocacychurn mitigationROI assessmentsprocess designgovernance structures

Soft Skills

cross-functional collaborationleadershipstrategic thinkingcommunicationproblem-solvingadvisory skillsorganizational skillsanalytical skillsrelationship managementchange management