Customer Success Manager II (RapidScale)

Cox Enterprises • Phoenix, NV

20h • Hybrid

About The Position

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. Are you passionate about customer success and eager to make a real impact with cloud services? RapidScale is seeking a motivated Customer Success Manager II (CSM II) to join our dynamic team! In this role, you'll be the driving force behind our customer relationships, ensuring they receive maximum value from our cloud solutions. You'll proactively manage accounts, monitor service performance, and collaborate with internal teams to champion customer advocacy. As the primary point of contact for your assigned customers, you'll be their trusted advisor, helping them achieve their business goals and driving retention and renewal.

Requirements

• 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
• Experience in customer success, account management, or service delivery within a technology environment
• knowledge of cloud computing, IT infrastructure, and managed services
• Experience managing escalations and improving customer retention
• Familiarity with Salesforce, ServiceNow, or similar CRM/ticketing systems

Nice To Haves

• Bachelor's degree in Business, Communications, or IT

Responsibilities

• Develop and maintain strong customer relationships, acting as the main point of contact for assigned accounts
• Conduct regular service reviews, including Monthly and Quarterly Business Reviews (MBRs/QBRs)
• Monitor service performance and address any issues to ensure SLAs and KPIs are met
• Identify customer needs and recommend additional RapidScale solutions to enhance their cloud environments
• Work closely with Sales, Support, and Technical teams to improve service delivery and customer advocacy
• Advocate for customers internally, ensuring their feedback drives improvements
• Manage contract renewals and collaborate on expansion opportunities
• Track customer advocacy through surveys and proactively address any concerns

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
• up to 160 hours of paid wellness annually for their own wellness or that of family members
• 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