Senior Manager, Digital Customer Success & Growth

Equinix; Dallas (TX); In loco; USD 173.000 - 260.000; Tempo pieno

Vantaggi offerti da questo lavoro

Employee Assistance

Health Insurance

Retirement Plan

PTO & Holidays

Disability & Life Insurance

Descrizione del lavoro

Equinix, the world’s digital infrastructure company, seeks a senior leader to design and run the Digital Customer Success Management post-sale motion. You will create scalable, data-driven journeys that drive adoption, value realization, retention and growth across digitally served segments.

You will unite AI, automation and human intervention, orchestrate journeys in Gainsight and Salesforce, and partner with Sales, Marketing, Product, Support and Operations to deliver proactive experiences and

Competenze

• 10+ years in Customer Success, Digital Customer Success, Customer Experience, lifecycle management or related technology functions.
• Proven experience designing and operating scaled or digital customer engagement models across large populations.
• Hands-on experience using Gainsight and Gainsight Journey Orchestrator to design, build, launch and optimize digital journeys.

Mansioni

• Digital CS Strategy: Define and own the Digital Customer Success strategy, operating model, roadmap and performance framework.
• Journey Strategy: Design end-to-end digital journeys across onboarding, adoption, value realization, risk, renewal and growth.
• Coverage Orchestration: Establish segmentation and orchestration rules for digital, pooled and named engagement.
• AI & Signal-Driven Engagement: Develop event- and signal-driven interventions using health, usage, milestones, risk indicators and behavior.
• Technology & Data: Partner with tech and ops to translate requirements into Gainsight, Salesforce, AI platforms and channels.
• Scaled Plays: Build scalable playbooks, campaigns, CTAs, self-service experiences and automated communications.
• Human Intervention: Establish triggers and escalation paths to move customers from digital to human when needed.
• Cross-Functional Execution: Collaborate with CS, Renewals, Sales, Marketing, Product, Support, Operations, Data and Tech.
• Performance: Define KPIs and measure journey effectiveness, adoption, renewal outcomes and cost-to-serve.
• Optimization & Leadership: Lead test-and-learn and develop Digital CS resources.

Conoscenze

Digital CS strategy

Journey orchestration

Lifecycle optimization

Cross-functional leadership

Data-driven decisioning

Change leadership

Strumenti

Gainsight

Salesforce

AI platforms

Automation tools

Descrizione del lavoro

Equinix, the world’s digital infrastructure company, seeks a senior leader to design and run the Digital Customer Success Management post-sale motion. You will create scalable, data-driven journeys that drive adoption, value realization, retention and growth across digitally served segments.

You will unite AI, automation and human intervention, orchestrate journeys in Gainsight and Salesforce, and partner with Sales, Marketing, Product, Support and Operations to deliver proactive experiences and