Customer Success Manager IV (RapidScale) (Remote)

Charter Communications•Raleigh, NC

4h•Remote

About The Position

RapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on helping customers realize measurable business outcomes, improving retention, and enabling expansion. The Customer Success Manager IV owns customer outcomes and value realization across a portfolio of enterprise customers and coordinates across Sales, Delivery, Operations, Consulting, Support, and Engineering. The role ensures customers experience RapidScale as one accountable partner while driving retention, adoption, and long-term value. This senior role manages complex or strategic enterprise relationships, influences cross-functional execution, contributes to improvements in Customer Success programs and engagement models, mentors other Customer Success team members, and helps shape how Customer Success scales across the organization.

Requirements

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.
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.
Ability to own highly complex or strategic enterprise customer relationships.
Ability to act as a senior quarterback across functions and influence execution across teams.

Nice To Haves

Experience in managed services, cloud, or hybrid infrastructure environments.
Experience driving retention and expansion within enterprise accounts.
Familiarity with Customer Success metrics such as GRR, NRR, and customer health scoring.
Experience leading executive-level customer conversations.

Responsibilities

Own accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale solutions.
Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones.
Ensure delivery and operational activities remain aligned to customer outcomes, not only scope completion.
Lead customer conversations focused on value realization, adoption, and forward roadmap alignment.
Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases.
Proactively identify retention risks and develop mitigation plans.
Ensure consistent execution of lifecycle touchpoints, including onboarding, QBRs, and renewal readiness.
Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering.
Drive alignment across teams to ensure seamless customer experience and execution.
Resolve cross-functional issues that affect customer outcomes or timelines.
Partner with Sales and Account Management to support renewal strategy and execution.
Ground renewal conversations in delivered value and measurable outcomes.
Identify expansion opportunities and surface Customer Success Qualified Leads.
Lead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunities.
Maintain proactive communication and transparency with customers, and strengthen customer relationships and advocacy.
Contribute to the development and refinement of Customer Success playbooks and engagement models.
Support standardization of best practices across customer segments.
Provide feedback to improve tools, processes, and operating cadence.
Mentor other Customer Success team members and elevate overall team capability.
Help shape how Customer Success scales across the organization.