GTM Engineer (Customer Experience & Lifecycle)

Join Equinix as a GTM Engineer focused on Customer Experience & Lifecycle. In this role, you will design and implement automations and AI-powered systems to enhance top-of-funnel pipeline generation. You will work closely with Sales Development, Sales, and Marketing teams, serving as the bridge between their domain expertise and the GTM AI program. Your responsibilities will include automating customer conversation processes, developing onboarding and adoption automation, creating intelligent support routing, and acting as a trusted advisor to individuals across the GTM organization. You will also run data-driven experiments on customer experience and post-sale workflows, ensuring every solution deployed is built to last.

• Automate the research, preparation, and follow-up that surrounds customer conversations to enhance the efficiency of Customer Success Managers (CSMs).
• 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.
• Strong candidates will have a deep understanding of how modern marketing and SDR organizations operate and will bring the technical depth to turn those insights into production-ready agentic workflows
• Familiarity with data warehouses, BI tools, or event-driven systems
• 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
• Hands-on experience with Customer Success and service platforms such as Gainsight, Salesforce Service Cloud, or similar tooling
• 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
• Curiosity and an experimental mindset, you approach GTM problems like a detective, test hypotheses, and iterate based on what the data shows
• 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
• Commercial bias: you evaluate every workflow against the retention and delivery outcome it was designed to drive, not just whether it runs cleanly
• Understanding of customer support operations, case routing logic, and deflection mechanics
• Familiarity with project and program delivery operations in an enterprise services context
• Ability to communicate concisely and confidently about technical topics with non-technical stakeholders, and translate business requirements into technical designs
• 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
• 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
• Experience working within or alongside a post-sale or CRO organization with direct accountability to retention or delivery outcomes
• Prior experience building agentic or LLM-powered workflows in a B2B enterprise environment