FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Digital Customer Success strategies, designing scalable customer engagement models, and leveraging data-driven insights to optimize customer journeys and drive retention and growth. Proficient in utilizing tools like Gainsight and Salesforce to enhance customer experiences and operational efficiency.
Highest-signal resume keywords
Digital Customer Success ManagementGainsight ExperienceSalesforce ProficiencyCustomer Journey DesignCross-Functional Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessLifecycle ManagementOnboardingValue RealizationRisk ManagementRenewalsExpansionData-Driven Decision MakingBehavioral Signals AnalysisProcess Design
Soft Skills
Change LeadershipInfluence Without AuthorityExperimentation MindsetCustomer-Centric ApproachClarity Creation
Tools & Technologies
Gainsight Journey OrchestratorAI PlatformsAutomation ToolsCustomer TelemetryDigital Channels
Industry Keywords
Customer Engagement ModelsDigital TransformationCustomer ExperiencePerformance FrameworkSegmentation Rules
About the role
Key responsibilities & impact- Lead the strategy, design and execution of Equinix’s Digital Customer Success Management post-sale motion
- Create scalable, data-driven customer journeys that drive adoption, value realization, retention and growth
- Own digital engagement orchestration using customer data, automation, AI and behavioral signals
- Build and scale a digitally led CSM model with proactive, personalized customer experiences
- Define the Digital Customer Success strategy, operating model, roadmap and performance framework
- Design end-to-end journeys for onboarding, adoption, value realization, risk, renewal and growth
- Establish segmentation and orchestration rules across digital, pooled and named engagement
- Develop event- and signal-driven interventions using customer health, usage, lifecycle, risk, commercial and behavioral signals
- Set the strategy for AI in the digital post-sale motion and help build Agent libraries
- Partner with technology and operations teams to implement capabilities in Gainsight, Salesforce, AI platforms, automation and customer-facing channels
- Build scalable playbooks, campaigns, CTAs, self-service experiences and automated communications
- Establish triggers and escalation paths from digital engagement to human intervention
- Partner with CSM, Service Management, Renewals, Sales, Marketing, Support, Product and Operations leaders
- Define Digital CS KPIs and measure journey effectiveness, engagement, adoption, risk identification, retention, renewal, expansion and cost-to-serve
- Establish test-and-learn practices and continuously optimize journeys
- Lead and develop Digital CS resources responsible for scaled engagement and journey execution
Requirements
What you’ll need- 10+ years in Customer Success, Digital Customer Success, Customer Experience, lifecycle management or related technology functions
- Demonstrated experience designing and operating scaled or digital customer engagement models across large customer populations
- Strong understanding of onboarding, adoption, value realization, risk management, renewals and expansion
- Hands-on experience using Gainsight and Gainsight Journey Orchestrator
- Experience using Salesforce, automation, AI, analytics and customer telemetry
- Proven ability to lead cross-functional transformation across Customer Success, Sales, Marketing, Product, Support, Operations, Data and Technology
- Digital-first and customer-centric approach
- Data-driven use of behavioral, operational and commercial signals
- Journey and process design expertise
- Strong technology orientation across CRM, CS platforms, AI, automation and digital channels
- Commercial acumen linking adoption and value to risk, renewal, retention and expansion
- Change leadership and influence across functions without direct authority
- Experimentation mindset
- Ability to challenge traditional high-touch assumptions
- Ability to balance customer experience, business outcomes and cost-to-serve
- Ability to create clarity across Digital, Pooled and Named models
- Ability to lead through influence across business, technology, operations and regional teams
- Ability to build a culture of measurement and continuous improvement
Benefits
Comp & perks- Employee Assistance Program
- US health, life, disability and voluntary insurance plans
- US retirement plan contributions
- Accrued paid time off (PTO)
- Paid holidays
- Canada healthcare coverage complementary to the provincial healthcare system
- Canada life, disability and optional benefit plans
- Canada Defined Contribution Pension Plan (DCPP)
- Canada Group Retirement Savings Plan (RRSP)
- Canada Tax-Free Savings Plan (TSFA)
- Canada vacation and personal time
- Canada paid holidays
- Disability accommodations during the employment process