Regional Head of Customer Success & Renewals

Equinix, Inc.; Amsterdam; On-site; EUR 110,000 - 140,000; Full time

Job summary

Equinix is seeking a Regional Leader, Enterprise Customer Success Management to drive regional commercial outcomes, renewal predictability, and scalable leadership across the Customer Success organization.

You will translate the global CS strategy into disciplined regional execution, partner with Sales on renewals and growth, and coach leaders to build a high‑impact CS bench while managing risk and ensuring consistent customer engagement.

Qualifications

• Bachelor’s degree in business-related discipline or equivalent experience.
• Extensive experience in Customer Success / GTM.
• Experience leading scaled Customer Success organisations with segmented coverage models.
• Proven track record owning renewal performance, retention outcomes, and commercial execution.
• Experience embedding operating-model change and leading leaders through transformation.
• Strong understanding of segmentation, coverage models, and scalable customer engagement practices.
• Strong understanding of adoption, renewal readiness, and expansion disciplines.
• Comfortable leading through operating model change.
• Strong simplifier — makes strategy, ownership, and priorities unambiguous.
• Customer‑and commercial‑outcome focused.
• Confident leader of leaders with a coaching mindset.
• Comfortable making decisions under ambiguity and change.
• Pragmatic, data‑informed, and execution‑oriented.
• Models Equinix values through transparency, inclusion, collaboration, and a bias for action.

Responsibilities

• Own regional commercial outcomes and renewal predictability.
• Translate CRO and CS strategy into clear regional commercial priorities and trade‑offs.
• Embed the CS/Service operating model at scale.
• Ensures clear separation of accountability between value‑led Customer Success Management and operational Service Management.
• Removes ambiguity in ownership, handoffs, and escalation paths that create friction or delay outcomes.
• Translate global standards into disciplined regional execution.
• Applies global coverage, segmentation, and engagement standards in a way that fits regional context without diluting intent.
• Ensures consistent customer rhythms (onboarding, success planning, renewal readiness, executive reviews).
• Partner with Sales leadership on renewals and growth.
• Acts as the senior CS counterpart to Sales leadership for renewal strategy, risk mitigation, and expansion planning.
• Ensures CS and Sales operate with shared expectations, timing, and accountability.
• Build and sustain a strong CS leadership bench.
• Sets clear expectations for people leadership, commercial acumen, and execution discipline.
• Coaches and develops managers to lead teams through change and increasing commercial accountability.
• Manage material customer and commercial risk.
• Owns escalation for high‑impact customer or renewal risk that cannot be resolved at manager level.
• Balances customer, commercial, and organisational considerations in decision‑making.
• Leading Teams
• Build and sustain a strong regional leadership bench by coaching leaders to combine commercial acumen, change leadership, and disciplined execution in line with the Customer Success operating model.
• Set clear direction and create belief in the transformation by connecting strategy, customer outcomes, and day‑to‑day leadership expectations.
• Own regional workforce planning and location strategy, ensuring leadership capacity and skills are aligned to current and future operating model needs.
• Sponsor and actively remove barriers to change, enabling managers to translate intent into execution at pace.
• Champion Equinix values by modelling transparency, inclusion, collaboration, and a bias for action throughout transformation and steady‑state operations.

Skills

Customer Success

GTM

Scaled CS

Renewals

Operating model

Segmentation

Adoption readiness

Decision making

Coaching

Execution

Leadership coaching

Education

Bachelor’s degree in business-related discipline

Job description

Equinix is seeking a Regional Leader, Enterprise Customer Success Management to drive regional commercial outcomes, renewal predictability, and scalable leadership across the Customer Success organization.

You will translate the global CS strategy into disciplined regional execution, partner with Sales on renewals and growth, and coach leaders to build a high‑impact CS bench while managing risk and ensuring consistent customer engagement.