GTM Engineer: Customer Experience & Lifecycle

Equinix; New York (NY); On-site; USD 150,000 - 224,000; Full time

Benefits offered by this job

Employee Assistance Program

US Benefits: Health, life, disability,

Canada Core Benefits

Job summary

Equinix is seeking a builder of AI-powered workflows and agentic systems to fuel post‑sale GTM operations. You will partner with Sales Development, Sales, and Marketing to translate insights into production-grade automation across customer success and delivery workflows.

The role emphasizes designing scalable solutions with Glean, Clay, n8n, and CRM integrations, driving retention and delivery outcomes. Strong communication with non-technical stakeholders is essential, with hands-on experience

Qualifications

• Hands-on experience designing and deploying AI-powered workflows in production.
• Ability to translate business needs into scalable agentic solutions.
• Experience integrating CS/CRM tools (Gainsight, Salesforce Service Cloud).
• Familiarity with enterprise post-sale operations and GTM automation.

Responsibilities

• Automate research, onboarding, and follow-up to accelerate customer conversations.
• Build onboarding and adoption automations to reduce manual coordination.
• Create intelligent routing and deflection to surface escalation risks early.
• Translate field ideas into production-ready agentic solutions for sellers/CSMs.
• Act as advisor to GTM staff building their own agents and scalable capabilities.
• Collaborate with business context experts to understand process friction and outcomes.
• Partner with engineering/IT for complex builds leveraging infrastructure.
• Run experiments on customer experience and post-sale workflows and measure impact.

Skills

AI-powered workflows

LLMs

Prompt engineering

Agent design

CRM integration

Data warehouses/BI

Gainsight/Salesforce Service Cloud

Tools

Gainsight

Salesforce Service Cloud

Clay

n8n

Glean

Agentforce

Job description

Job Summary

We are looking for a builder who designs automations and AI‑powered systems that fuel top‑of‑funnel pipeline generation across demand generation and sales development motions. The role requires deep knowledge of modern marketing and SDR organizations, and the technical skill to translate insights into production‑ready agentic workflows. You will work closely with Sales Development, Sales, and Marketing teams, bridging domain expertise and the GTM AI program.

Responsibilities

• Automate research, preparation, and follow‑up for customer conversations so CSMs can focus on relationships.
• Develop onboarding and adoption automations that accelerate time‑to‑value for new customers and reduce manual coordination with Customer Success and delivery teams.
• Create intelligent support routing, case deflection, and delivery workflow automation that frees teams from administrative overhead and surfaces escalation risks before they become problems.
• Turn field‑initiated ideas into production‑ready solutions for sellers, marketers, or customer success managers who lack technical depth.
• Act as a trusted advisor to GTM staff building their own agents, helping mature citizen‑built solutions into scalable, governed capabilities.
• Work closely with business context experts to understand process friction and intended outcomes before building.
• Partner with engineering and IT for technically complex builds, leveraging their infrastructure and expertise.
• Run data‑driven experiments on customer experience and post‑sale workflows, measuring impact against retention, customer satisfaction, and delivery metrics.
• Ensure every deployed solution is built to last, with guardrails around cost, performance, and operational sustainability.

Qualifications

Technical Skills

• Hands‑on experience building and deploying AI‑powered workflows and agentic systems in production.
• Ability to design solution architecture, write business logic, troubleshoot, and iterate on complex workflows.
• Proficiency integrating Customer Success, CRM, and support tooling (Gainsight, Salesforce Service Cloud).
• Experience with LLMs, prompt engineering, and agent design applied to post‑sale workflow problems.
• Familiarity with data warehouses, BI tools, or event‑driven systems.
• Hands‑on experience with customer success platforms such as Gainsight or Salesforce Service Cloud.

Business and Domain Acumen

• Deep understanding of post‑sale motions across Customer Success, support, delivery, and renewals.
• Familiarity with project and program delivery operations in an enterprise services context.
• Knowledge of case routing logic, deflection mechanics, and support operations.
• Commercial bias: evaluate workflows against retention and delivery outcomes.
• Curiosity and an experimental mindset; test hypotheses and iterate based on data.
• Ability to communicate concisely with non‑technical stakeholders and translate requirements into technical designs.

Preferred Experience

• 10+ years in GTM engineering, customer success operations, or a technical role within a post‑sale organization.
• Prior experience building agentic or LLM‑powered workflows in a B2B enterprise environment.
• Experience working within a CRO or post‑sale organization with direct accountability to retention or delivery outcomes.
• Hands‑on experience with modern GTM automation and enrichment platforms such as Clay, n8n, Glean, Agentforce, or similar.

Pay Range

United States – Dallas Infomart Office (DAI): $136,000 – $204,000 USD / Annual
United States – Denver Office (DEO): $136,000 – $204,000 USD / Annual
United States – Redwood City Office (GHQ): $163,000 – $245,000 USD / Annual
United States – Tampa Office (TAO): $136,000 – $204,000 USD / Annual
United States – New York City Office (NYO1): $150,000 – $224,000 USD / Annual
Canada – Toronto Office (TRO): $131,000 – $181,000 CAD / Annual

Base pay only; bonus, equity, and benefits are additional.

Benefits

Competitive, inclusive, and sustainable benefits aligned with our core values.

Employee Assistance Program: Available to all employees.

US Benefits: Health, life, disability, and voluntary plans; retirement plan contributions; Paid Time Off and Paid Holidays.

Canada Core Benefits: Health coverage, retirement plans (DCPP, RRSP, TSFA), vacation, and paid holidays.

Equal Employment Opportunity Statement

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. We are an Equal Employment Opportunity employer and an affirmative action employer in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national or ethnic origin, place of birth, citizenship, sex, pregnancy, sexual orientation, gender identity, marital status, age, veteran or military status, disability, medical condition, genetic information, or political affiliation.