Customer Success Manager IV; RapidScale); Remote

Customer Success Manager IV

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.

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 cadence

Minimum 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 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