Customer Success Manager

Customer Success Manager IVThis role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.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.RapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on ensuring customers realize measurable business outcomes, improving retention, and enabling expansion.The Customer Success Manager IV is responsible for owning customer outcomes and value realization across a portfolio of enterprise customers, while acting as a quarterback across Sales, Delivery, Operations, Consulting, and Support.This role ensures customers experience RapidScale as one accountable partner, driving retention, adoption, and long-term value.Primary ResponsibilitiesCustomer Outcomes and Value RealizationOwn accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale solutionsDevelop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestonesEnsure delivery and operational activities remain aligned to outcomes, not just scope completionLead customer conversations focused on value realization, adoption, and forward roadmap alignmentCustomer Lifecycle ManagementManage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phasesProactively identify risks to retention and develop mitigation plansEnsure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readinessCross-Functional OrchestrationAct as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and EngineeringDrive alignment across teams to ensure seamless customer experience and executionResolve cross-functional issues impacting customer outcomes or timelinesRetention, Renewal and Expansion SupportPartner closely with Sales and Account Management to support renewal strategy and executionEnsure renewal conversations are grounded in delivered value and measurable outcomesIdentify opportunities for expansion and surface Customer Success Qualified LeadsCustomer Experience and EngagementLead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunitiesMaintain proactive communication and transparency with customersStrengthen customer relationships and advocacyProgram and Process ContributionContribute to the development and refinement of Customer Success playbooks and engagement modelsSupport standardization of best practices across customer segmentsProvide feedback to improve tools, processes, and operating cadenceQualificationsMinimum RequirementsBachelor's degree in a related discipline and 8 years of experience in a related fieldOr a master's degree with 6 years of experienceOr a PhD with 3 years of experienceOr 12 years of relevant professional experienceCore ExperienceExperience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environmentsExperience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environmentsProven ability to manage customer relationships and drive value realizationStrong communication and stakeholder management skillsExperience working cross-functionally in matrixed organizationsOwns highly complex or strategic enterprise customer relationshipsActs as a senior quarterback across functions, influencing execution across teamsDrives improvements to Customer Success programs and engagement modelsMentors other Customer Success team members and elevates overall team capabilityPlays a key role in shaping how Customer Success scales across the organizationHere, 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.