GTM Engineer: Customer Experience & Lifecycle

Who are we?

Job Summary

Responsibilities

• What You Will Do
• Automate the research, preparation, and follow-up that surrounds customer conversations so CSMs spend their time on the relationship, not the administrative work around it
• Develop onboarding and adoption automation that accelerates time-to-value for new customers and reduces manual coordination across 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
• Serve as the builder for ideas that originate in the field -- when sellers, marketers, or customer success managers identify an opportunity but lack the technical depth to execute on it, you turn their insight into a production-ready solution on their behalf
• Act as a trusted advisor to individuals across the GTM organization who are already building their own agents and automations, helping them mature those citizen-built solutions into scalable, governed, production-ready capabilities
• Work closely with business context experts to deeply understand the process, the friction, and the intended outcome before building, ensuring every solution is grounded in how the business actually operates, not just how it looks on paper
• Partner with the engineering and IT organization on more technically complex builds, bringing the GTM context and business requirements while leveraging their infrastructure and architectural expertise to deliver at scale
• Run data-driven experiments on customer experience and post-sale workflows and automation, measure impact ag ai nst retention, customer satisfaction, and delivery metrics, and scale what works into durable infrastructure
• Ensure every solution deployed is built to last, with appropriate guardr ai ls around cost, performance, and operational sust ai nability so what gets built continues to deliver value without runaway overhead

Qualifications

• What You Will Bring
• Technical Skills
• Hands-on experience building and deploying AI -powered workflows and agentic systems in a production environment, with a track record of writing business logic, designing solution architecture, and shipping reliably at pace
• Strong technical foundation with the ability to build, troubleshoot, and iterate on complex workflows
• Strong proficiency and experience integrating across Customer Success and service systems, CSP platforms, support tooling, project management systems, and CRM
• Experience with LLMs, prompt engineering, and agent design applied to real 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 G ai nsight, Salesforce Service Cloud, or similar tooling
• Business and Dom ai n Acumen
• Deep understanding of post-sale motions across Customer Success, support, delivery, and renewals, you know what a CSM does, how health scores are built, what drives churn, and what a customer supporter and delivery manager worries about
• Familiarity with project and program delivery operations in an enterprise services context
• Understanding of customer support operations, case routing logic, and deflection mechanics
• Commercial bias: you evaluate every workflow ag ai nst the retention and delivery outcome it was designed to drive, not just whether it runs cleanly
• Curiosity and an experimental mindset, you approach GTM problems like a detective, test hypotheses, and iterate based on what the data shows
• Ability to communicate concisely and confidently about technical topics with non-technical stakeholders, and translate business requirements into technical designs
• Preferred Experience
• 10 or more years in a combination of GTM engineering, customer success operations, customer success, service operations, or a technical role embedded within a post-sale organization
• Prior experience building agentic or LLM-powered workflows in a B2B enterprise environment
• Experience working within or alongside a post-sale or CRO 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 agentic workflow tools is a strong plus
• The targeted pay range for this position in the following location is / locations are:
• 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
• Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
• The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.
• Equinix Benefits
• As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.
• Employee Assistance Program : An Employee Assistance program is available to all employees.
• Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form .
• Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
• We use artificial intelligence in our hiring process. Learn more here .