Customer Success Manager II/III (RapidScale)

Cox Enterprises•Raleigh, NC

11d•$81,400 - $122,000•Hybrid

About The Position

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid cloud environments, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google Cloud, our solutions are built around business outcomes, cyber resilience, and operational excellence—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 customer retention, and supporting long-term growth. The Customer Success Manager (II / III) is responsible for managing a portfolio of customers and ensuring they achieve measurable business outcomes throughout their lifecycle. This role partners closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver an exceptional customer experience, maximize customer value, and drive long-term retention and growth. Leveling will be determined based on experience, scope of responsibility, customer complexity, and demonstrated ability to influence cross-functional execution.

Requirements

Bachelor’s degree in a related discipline and 4 years’ experience in a related field (for CSM II) or 6 years’ experience (for CSM III).
Experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting within a B2B technology or services environment.
Experience managing customer relationships and supporting customer adoption, retention, and satisfaction.
Strong communication, relationship management, and problem-solving skills.
Ability to collaborate effectively across cross-functional teams in a matrixed organization.
Experience using CRM and Customer Success platforms to manage customer engagement activities.

Nice To Haves

Experience supporting customers in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure environments.
Familiarity with Customer Success metrics such as customer health, adoption, retention, GRR, NRR, and renewal readiness.
Experience facilitating executive business reviews and presenting customer performance metrics.
Working knowledge of AWS, Azure, Google Cloud, VMware, or related technologies.

Responsibilities

Manage a portfolio of assigned customers and serve as the primary Customer Success contact.
Develop and maintain Customer Success Plans aligned to customer business objectives and desired outcomes.
Monitor customer adoption, utilization, health, and business outcomes while proactively identifying risks and opportunities.
Guide customers through onboarding, adoption, ongoing engagement, renewal readiness, and expansion opportunities.
Conduct Quarterly Business Reviews (QBRs) and executive customer meetings appropriate to the engagement model.
Partner with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless customer experience.
Coordinate internal resources to resolve customer issues and drive successful outcomes.
Support renewal activities by demonstrating customer value and identifying growth opportunities.
Maintain customer documentation, engagement plans, and success metrics using CRM and Customer Success platforms.
Contribute to Customer Success playbooks, operational improvements, and best practices.