3 months ago
Base Salary
$136k - $245k/yr
Responsibilities
- Automate customer research, preparation, follow-up, onboarding, adoption, support routing, case deflection, and delivery workflows.
- Build production-ready AI-powered and agentic solutions from ideas generated by sales, marketing, customer success, and other GTM teams.
- Advise teams building citizen-developed agents and automations, helping mature them into scalable, governed, production-ready capabilities.
- Understand business processes and requirements, translate them into technical designs, and partner with engineering and IT on complex implementations.
- Run data-driven experiments on customer experience and post-sale workflows, measuring retention, customer satisfaction, and delivery outcomes.
- Ensure deployed solutions include appropriate safeguards for cost, performance, and operational sustainability.
Requirements
- Hands-on experience building and deploying AI-powered workflows and agentic systems in production, including business logic, solution architecture, troubleshooting, and reliable delivery.
- Strong experience integrating Customer Success and service systems, support tooling, project management systems, CRM platforms, and related enterprise systems.
- 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 and service platforms such as Gainsight and Salesforce Service Cloud or similar tools.
- Deep understanding of Customer Success, support, delivery, renewals, customer health scores, churn drivers, case routing, and deflection operations.
- Ability to communicate technical concepts to nontechnical stakeholders and translate business requirements into technical designs.
- Ten or more years of combined experience in GTM engineering, customer success operations, customer success, service operations, or a technical role embedded within a post-sale organization is preferred.
- Prior experience building agentic or LLM-powered workflows in a B2B enterprise environment and experience tied to retention or delivery outcomes are preferred.
- Experience with Clay, n8n, Glean, Agentforce, or similar GTM automation and enrichment platforms is preferred.
Benefits
- Employee Assistance Program.
- US employees may enroll in health, life, disability, and voluntary insurance plans.
- US employees receive retirement-plan participation options, accrued paid time off, and paid holidays.
- Canada employees may enroll in healthcare, life, disability, and optional benefit plans.
- Canada employees may enroll in DCPP, RRSP, and TFSA retirement or savings plans.
- Canada employees receive vacation, personal time, and paid holidays.
- Benefits are subject to eligibility requirements and applicable plan terms and may change.
Categories
About Equinix
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company®, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.