Customer Success Manager Remote

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship now or in the future.

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 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.

PRIMARY RESPONSIBILITIES

Customer Outcomes and Value Realization

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

Customer Lifecycle Management

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

Cross-Functional Orchestration

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

Retention Renewal and Expansion Support

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

Customer Experience and Engagement

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

Program and Process Contribution

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

QUALIFICATIONS

Minimum Requirements

Bachelors degree in a related discipline and 8 years of experience in a related field

Or a masters degree with 6 years of experience

Or a PhD with 3 years of experience

Or 12 years of relevant professional experience

Core 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

Owns highly complex or strategic enterprise customer relationships

Acts as a senior quarterback across functions influencing execution across teams

Drives improvements to Customer Success programs and engagement models

Mentors other Customer Success team members and elevates overall team capability

Plays a key role in shaping how Customer Success scales across the organization

Preferred Qualifications:

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

9F

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A qualified applicants criminal history if any will be considered in a manner consistent with applicable laws including local ordinances.

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