Customer Success Manager (Senior III / Lead IV) (RapidScale)
External
Cox Automotive · Raleigh, NCFull-timeHybrid6d ago
AWSAzureStakeholder Management
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Requirements
- Minimum Requirements
- Senior Level III
- Bachelor's degree in a related discipline and 6 years of experience in a related field
- Or a master's degree with 4 years of experience
- Or a PhD with 1 year of experience
- Or 10 years of relevant professional experience
- Lead Level IV
- Bachelor's degree in a related discipline and 8 years of experience in a related field
- Or a master's degree with 6 years of experience
- Or a PhD with 3 years of experience
- Or 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
- Owns a portfolio of customers with moderate to high complexity
- Executes established Customer Success processes and playbooks
- Drives value
Benefits
Job DescriptionRapidScale 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 (Senior III / Lead 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.This position is open at the Senior (Level III) and Lead (Level IV) levels, with leveling determined based on experience, scope of ownership, and ability to influence cross-functional execution at scale.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 cadenceRemote work optionsFlexible schedule
Additional Information
Company Cox Communications, Inc. Job Family Group Customer Care Group Job Profile Client Performance Manager IV Management Level Manager - Non People Leader Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % Yes, 15% of the time Work Shift Day
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