Customer Success Manager II

Cox Communications • Raleigh, NC

22d • Hybrid

About The Position

We are seeking enthusiastic Customer Success Managers (CSM III and CSM IV) to join our team! These roles are ideal for professionals with a background in customer success, account management, or service delivery who want to make a significant impact in building long-term customer relationships. As a CSM, you’ll partner with customers to ensure they achieve value from RapidScale’s cloud solutions, serve as a trusted advisor, and collaborate across teams to deliver a seamless customer experience.

Requirements

• Customer Success Manager III Bachelor’s degree in a related discipline and 4 years’ experience in a related field (i.e., customer service or account management). Alternate combinations accepted: Master’s degree + 2 years’ experience; or 8 years’ experience in a related field.
• Basic understanding of cloud computing and managed services
• Ability to manage multiple customer interactions and prioritize tasks effectively
• Lead Customer Success Manager Bachelor’s degree in a related discipline and 6 years’ experience in a related field. Alternate combinations accepted: Master’s degree + 4 years’ experience; Ph.D. + 1 year; or 10 years’ experience in a related field.
• Demonstrated expertise in customer success/account management within cloud or managed services
• Strong track record of advising enterprise customers, handling escalations, and driving measurable business outcomes

Nice To Haves

• Experience with CRM and ticketing systems such as Salesforce and ServiceNow
• Bachelor’s degree in Business, Communications, or IT
• Familiarity with cloud service delivery models and customer lifecycle management

Responsibilities

• Lead onboarding of new customers, ensuring a smooth and impactful introduction to RapidScale services
• Serve as a primary point of contact for customer inquiries, resolving issues or coordinating with internal teams as needed
• Track and report service performance metrics, driving improvements in customer advocacy and satisfaction
• Maintain accurate customer records, documenting interactions and key milestones
• Provide guidance to customers on how to maximize the value of RapidScale’s cloud solutions
• Act as a customer champion, ensuring service delivery aligns with expectations and contractual commitments
• Collaborate with Sales, Product, and Support teams to improve processes and enhance the overall customer experience

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.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and 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
• Number of Employees: 5,001-10,000 employees