Senior Director - EMEA Customer Success Management Leader

Equinix, Inc.; Amsterdam; On-site; EUR 180,000 - 240,000; Full time

Job summary

Equinix, Inc. is seeking a Senior Director to lead the EMEA Enterprise Customer Success Management organization.

This leader will translate a global CS strategy into a regional operating model that strengthens customer relationships, improves value realization, mitigates risk, and drives retention, renewals, and growth across EMEA. The role requires building a proactive, scalable CS function blending high-touch engagement with digital capabilities and AI, partnering with EMEA Sales to ensure

Responsibilities

• Lead a value-led Customer Success organization across EMEA with a clear vision and scalable execution.
• Own retention, renewals and commercial performance across the region, in partnership with Sales.
• Develop proactive data-driven engagement models using health, risk, lifecycle and behavioral signals.
• Scale CS through digital, automation and AI, embedding digital journeys and automation into the operating model.
• Partner with EMEA Sales and cross-functional leaders to deliver a coordinated post-sale experience.
• Define clear accountability between CS and Service Management and reduce handoffs.
• Build and coach regional CS leadership, workforce planning and capability development.
• Lead transformation with measurable outcomes and a culture of continuous improvement.

Job description

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.

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.

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.

Key Responsibilities

Lead a value-led Customer Success organization

• 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.

Own retention, renewals and commercial performance

• 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.

Build a proactive, data-driven engagement model

• 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.

Scale Customer Success through digital, automation and AI

• 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.
• Create consistent customer engagement and value rhythms
• 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.

Partner deeply with EMEA Sales and cross-functional leaders

• 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.

Clarify CSM and Service Management accountability

• 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.

Manage material customer and commercial risk

• 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.
• Build and develop an exceptional regional leadership team
• 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.

Lead transformation and continuous improvement

• 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