Customer Success Manager (Senior III / Lead IV) (RapidScale)

Cox Enterprises • Raleigh, NC

10d • 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 clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow 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 retention, and enabling expansion. The Customer Success Manager (Senior III / Lead IV) is responsible for owning customer outcomes and value realization across a portfolio of enterprise customers, while acting as a quarterback across Sales, Delivery, Operations, Consulting, and Support. This role ensures customers experience RapidScale as one accountable partner, driving retention, adoption, and long-term value. This position is open at the Senior (Level III) and Lead (Level IV) levels, with leveling determined based on experience, scope of ownership, and ability to influence cross-functional execution at scale.

Requirements

• Bachelor’s degree in a related discipline and 6 years of experience in a related field OR a master’s degree with 4 years of experience OR a PhD with 1 year of experience OR 10 years of relevant professional experience (Senior Level III)
• 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 (Lead Level IV)
• 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
• Owns a portfolio of customers with moderate to high complexity (Senior Level III)
• Executes established Customer Success processes and playbooks (Senior Level III)
• Drives value realization and retention within assigned accounts (Senior Level III)
• Collaborates across teams to resolve issues and deliver outcomes (Senior Level III)
• Owns highly complex or strategic enterprise customer relationships (Lead Level IV)
• Acts as a senior quarterback across functions, influencing execution across teams (Lead Level IV)
• Drives improvements to Customer Success programs and engagement models (Lead Level IV)
• Mentors other Customer Success team members and elevates overall team capability (Lead Level IV)
• Plays a key role in shaping how Customer Success scales across the organization (Lead Level IV)
• 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 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 outcomes, not just 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 risks to retention 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 impacting customer outcomes or timelines
• Partner closely with Sales and Account Management to support renewal strategy and execution
• Ensure renewal conversations are grounded in delivered value and measurable outcomes
• Identify opportunities for expansion 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
• 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

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: Senior