Customer Success Manager (Senior III / Lead IV) (RapidScale)

Primary Responsibilities Customer Outcomes and Value Realization Own accountability for ensuring customers realize the business outcomes and value aligned to RapidScale solutions. Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones. Ensure delivery and operational activities remain aligned to outcomes, not just scope completion. Lead customer conversations focused on value realization, adoption, and forward roadmap alignment. Customer Lifecycle Management Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases. Proactively identify risks to retention and develop mitigation plans. Ensure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readiness. Cross-Functional Orchestration Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering. Drive alignment across teams to ensure a seamless customer experience and execution. Resolve cross-functional issues impacting customer outcomes or timelines. Retention, Renewal and Expansion Support Partner closely with Sales and Account Management to support renewal strategy and execution. Ensure renewal conversations are grounded in delivered value and measurable outcomes. Identify opportunities for expansion and surface them to leadership. Customer Experience and Engagement Lead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunities. Maintain proactive communication and transparency with customers. Strengthen customer relationships and advocacy. Program and Process Contribution Contribute to the development and refinement of Customer Success playbooks and engagement models. Support standardization of best practices across customer segments. Provide feedback to improve tools, processes, and operating cadence. Qualifications Minimum Requirements Senior Level III: Bachelor’s degree in a related discipline and 6 years of experience. Master’s degree with 4 years of experience. PhD with 1 year of experience. 10 years of relevant professional experience. Lead Level IV: Bachelor’s degree in a related discipline and 8 years of experience. Master’s degree with 6 years of experience. PhD with 3 years of experience. 12 years of relevant professional experience. Core Experience Experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments. Experience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environments. Proven ability to manage customer relationships and drive value realization. Strong communication and stakeholder management skills. Experience working cross-functionally in matrixed organizations. Level Differentiation Senior Level III: Owns a portfolio of customers with moderate to high complexity. Executes established Customer Success processes and playbooks. Drives value realization and retention within assigned accounts. Collaborates across teams to resolve issues and deliver outcomes. Lead Level IV: Owns highly complex or strategic enterprise customer relationships. Acts as a senior quarterback across functions, influencing execution across teams. Drives improvements to Customer Success programs and engagement models. Mentors other Customer Success team members and elevates overall team capability. Plays a key role in shaping how Customer Success scales across the organization. Preferred Qualifications Experience in managed services, cloud, or hybrid infrastructure environments. Experience driving retention and expansion within enterprise accounts. Familiarity with Customer Success metrics such as GRR, NRR, and customer health scoring. Experience leading executive-level customer conversations. Benefits Flexibility to take as many vacation days with pay as consistent with duties and company needs. Seven paid holidays per calendar year. Up to 160 hours of paid wellness annually for employee or family wellness. Additional paid time off for bereavement, voting, jury duty, volunteer work, military leave, and parental leave. Health care insurance (medical, dental, vision). Retirement planning (401(k)). Paid days off for sick leave, parental leave, flexible vacation/wellness days, and/or PTO. Compensation Compensation includes a base salary in the range of $92,300.00 - $153,900.00. 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. Work Details Travel: Yes, 15% of the time. Work Shift: Day. Flexible Work Option: Hybrid – Ability to work remotely part of the week. EEO Statement Cox Communications 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/vets. Applicants 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. #J-18808-Ljbffr CRS RapidScale, Inc.