Senior Director, Customer Success (RapidScale) (Remote)

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Company 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 realization 9M1718 2026-80915 2026 Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life. A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.