Senior Director, Customer Success (RapidScale) (San Francisco)

CompanyCox Communications, Inc.Job Family GroupCustomer Care GroupJob ProfileSr Director, Client Performance ManagementManagement LevelSr DirectorFlexible Work Option Hybrid - Ability to work remotely part of the weekTravel %Yes, 25% of the timeWork ShiftDayCompensationCompensation includes a base salary in the range of $148,500.00 - $247,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.Job DescriptionCompany At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies. Overview RapidScale is establishing Customer Success as a core revenue-adjacent capability designed to ensure delivery of contracted business outcomes and measurable business value, improve customer advocacy, drive gross revenue retention, and enable expansion.The Senior Director, Customer Success is accountable for owning customer outcomes and value realization, while acting as the orchestrator / quarterback across the entire RapidScale ecosystem—Sales (AEs/AMs), Delivery, Operations, Consulting, Support, and administrative billing.This role builds the system that ensures customers consistently experience RapidScale as one accountable partner, not a collection of teams. This role directly protects revenue durability, customer lifetime value, and enterprise credibility. By owning outcomes, building segment-specific playbooks, and acting as RapidScale’s internal quarterback, the Senior Director of Customer Success ensures customer success is repeatable, scalable, and growth-generating.Strategic ObjectivesEnsure customers realize measurable business outcomes and value from RapidScale solutionsImprove Gross Revenue Retention (GRR) from ~78% toward 80–85%+ near term and 85–90%+ over timeReduce churn and downsell through proactive lifecycle management and expectation alignmentInstitutionalize a single accountable customer advocate and internal orchestration modelScale Customer Success through repeatable programs and playbooks by customer segmentEnable expansion by surfacing Customer Success Qualified Leads (CSQLs) to SalesCore ResponsibilitiesBusiness Outcomes & Value Realization (Primary Accountability)Own accountability for ensuring RapidScale delivers the business outcomes and business value committed to customersEnsure every Gold+ customer has a clearly defined Outcome-Based Success Plan (OBSP) tied to customer objectives, KPIs, and value realization milestonesValidate that delivery, consulting, and operational activities remain aligned to outcomes—not just scope completionLead executive-level value realization discussions with customer stakeholdersCustomer Success Strategy, Programs & PlaybooksDesign, develop, and continuously evolve Customer Success programs and playbooks by customer segment:Diamond: Executive partnership, white-glove orchestration, strategic roadmap alignmentPlatinum: Proactive value realization, adoption acceleration, expansion readinessGold: Structured onboarding, standardized engagement, outcome validationDefine segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation pathsEnsure playbooks are operationalized through tooling, enablement, and governance—not left as static documentsStandardize best practices while preserving flexibility for complex enterprise environmentsQuarterback & Cross-Functional OrchestrationAct as the orchestrator / quarterback across all RapidScale functions involved in the customer lifecycle, including:Sales (AEs and AMs)Delivery and OperationsConsulting and Professional ServicesSupport and Cloud EngineeringAdministrative and billing functionsEnsure seamless handoffs, clear accountability, and coordinated execution across teamsProactively resolve cross-functional friction impacting customer outcomes, timelines, or experienceRetention, Renewal & Expansion EnablementOwn renewal readiness in close partnership with Sales and Account ManagementEnsure early renewal conversations grounded in delivered value and outcomesEnable expansion by identifying unmet needs, adoption signals, and Customer Success Qualified Leads (CSQLs)Maintain clear role boundaries between Customer Success and commercial ownership while remaining tightly alignedCustomer Experience & Executive EngagementStandardize proactive communication, progress updates, and transparency into risks or delaysElevate QBRs to focus on outcomes achieved, value delivered, and forward-looking roadmapsEnsure customers experience RapidScale as a coordinated, accountable enterprise partnerTeam Leadership & Capability BuildingBuild, lead, and develop the Customer Success leadership team and CSM organizationEstablish performance standards, coaching rigor, and clear career progression paths aligned to customer tiersFoster a culture of ownership, accountability, and continuous improvementMetrics, Governance & InsightsOwn CS KPIs including:Gross Revenue Retention (GRR)Net Revenue Retention (NRR)Customer Success Qualified Leads (CSQLs)Customer health scoresTeam-level CS NPSImplement governance, operating cadence, and executive reporting to the CRO and RSLTExperience & QualificationsBA/BS degree with 12+ years of relevant experience including: Customer Success, Client Services, Enterprise Account Leadership, or Consulting within B2B technology or services OR equivalent combination of education and experience (MS + 10 years of experience or P.D. + 7 years of experience or 16 years of experience with no degree)7+ years of experience in a leadership roleExcellent communication and interpersonal skills, with the ability to build relationships and influence key stakeholdersProven experience designing scalable Customer Success programs and playbooks, not just managing accountsStrong background in managed services, cloud, SaaS, or complex enterprise delivery environmentsDemonstrated ability to orchestrate cross-functional execution in matrixed organizationsExecutive presence with customers and senior internal leadersLeadership Attributes:Outcome-obsessed, enterprise-minded, and commercially astuteHigh EQ, low ego; trusted integrator across functionsStructured, decisive, and comfortable driving accountability at scaleData-driven with a bias toward execution and value realizationBenefitsThe Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.About UsCox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.EOE, including disability/vetsApplicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.In California and Washington, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.Application Deadline: 08/09/2026SummaryLocation: Raleigh NC; Hartford CT; Austin TX; New York NY; St Louis MO; Boston MA; Denver CO; San Jose CA; Atlanta GA; San Francisco CA; Richmond VA; San Diego CA; San Antonio TX; Salt Lake City UT; Jersey City NJ; Dallas TX; Columbus OH; Irvine CA; Miami FL; Tampa FL; Pittsburgh PA; Phoenix AZ; Seattle WA; Chicago IL; Philadelphia PA; Orlando FL; Omaha NE; Charlotte NC; Las Vegas NVType: Full time