Customer Success Manager II/III (RapidScale)

Cox Communications • Raleigh, NC

9d • Hybrid

About The Position

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

• Customer Success Manager II Bachelor’s degree in a related discipline and 4 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 2 years’ experience; a Ph.D. and up to 1 year of experience; or 8 years’ experience in a related field.
• Customer Success Manager III Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years’ experience; a Ph.D. and up to 1 year of experience; or 10 years’ experience in a related field.
• 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.
• 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.

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.
• Manages a portfolio of commercial and mid-market customers.
• Executes established Customer Success methodologies, playbooks, and engagement models.
• Coordinates cross-functional resources to ensure successful customer outcomes.
• Supports renewal activities and identifies customer growth opportunities.
• Conducts Quarterly Business Reviews (QBRs) and regular customer meetings.
• Identifies customer risks and develops appropriate mitigation plans.
• Contributes feedback and ideas to improve Customer Success processes and playbooks.
• Owns a portfolio of complex and strategic enterprise customers with broader business responsibility.
• Shapes customer success strategies and influences execution across cross-functional teams.
• Leads cross-functional customer strategy, driving alignment across Sales, Delivery, Operations, Consulting, Engineering, and Support.
• Partners with Sales to develop renewal strategies and identify expansion opportunities based on demonstrated customer value.
• Leads executive-level business reviews focused on business outcomes, value realization, adoption trends, and strategic roadmap alignment.
• Anticipates strategic customer risks and develops proactive mitigation plans with executive stakeholders.
• Mentors other Customer Success Managers and contributes to the development of Customer Success programs, methodologies, and best practices.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level