Global Process Owner - Customer Success

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 SummaryLeverages data and technology to support the sales organization, diagnose issues, and design solutions.ResponsibilitiesGTM Process TransformationPartners with Customer Success, Commercial, Sales, and CRO leadership to identify and prioritize high-impact customer lifecycle process improvements aligned to retention and growth objectivesHelps define and refine scalable operating models across onboarding, adoption, customer engagement, renewal, expansion, advocacy, and churn mitigation motionsDevelops lightweight business cases and ROI assessments to inform prioritization decisionsCollaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirementsProcess Design & GovernanceLeads 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)Defines roles, responsibilities, stage criteria, and handoffs across Customer Success, Sales, Commercial, Support, Operations, and Finance teamsEstablishes governance structures and ensures consistent global adoption of standardized customer success processesDrives continuous improvement by identifying breakdowns, root causes, and opportunities for simplificationProgram Execution & Change