Customer Success Manager IV; RapidScale); Remote

Position: Customer Success Manager IV (RapidScale) (Remote)
Location: College Point

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

At Rapid Scale, 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.

Rapid Scale 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 Rapid Scale 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 Rapid Scale 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 cadenceQUALIFICATIONSMinimum 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

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…