Senior Manager, Customer Success; RapidScale); Remote

Position: Senior Manager, Customer Success (RapidScale) (Remote)
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, all backed by the scale and strength of Spectrum.

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 Senior Manager, Customer Success is responsible for leading a team of Customer Success professionals and driving customer outcomes, value realization, retention, and growth across a portfolio of strategic and complex enterprise customers.

This role requires a leader who understands the complexity of delivering and supporting technology solutions in a managed services, cloud, hybrid infrastructure, or similarly complex enterprise technology environment. Rapid Scale customers often rely on multiple interconnected technologies and services, requiring Customer Success to coordinate across technical delivery, operations, support, consulting, engineering, and commercial teams to drive successful outcomes.

The ideal candidate has experience leading Customer Success teams supporting complex enterprise customers and technology environments where the customer relationship extends beyond a traditional software or SaaS engagement. This leader must be comfortable navigating sophisticated customer environments, multiple technical and executive stakeholders, service delivery dependencies, escalations, and long-term customer transformation initiatives.

The Senior Manager will establish consistent Customer Success practices, develop team capability, and ensure customers experience Rapid Scale as one accountable partner throughout the customer lifecycle. This leader will also serve as a senior escalation point and cross-functional partner across Sales, Delivery, Operations, Consulting, Support, and Engineering, ensuring teams remain aligned around customer outcomes, risks, priorities, retention, and growth.

PRIMARY RESPONSIBILITIES Customer Success Leadership & Team Development Lead, coach, and develop a team of Customer Success professionals responsible for strategic and complex enterprise customer relationships.

Establish clear expectations, performance standards, and operating rhythms across the Customer Success team.

Build team capability in outcome-based customer engagement, executive communication, value realization, risk management, and expansion identification.

Provide ongoing coaching, feedback, and development while creating accountability for customer outcomes and portfolio performance.

Foster a customer-first culture focused on accountability, proactive engagement, collaboration, and measurable business outcomes.

Support workforce planning, talent development, and organizational needs as the Customer Success function continues to scale.

Customer Outcomes & Value Realization Establish accountability across the team for ensuring customers realize the business outcomes and value aligned to their Rapid Scale solutions.

Ensure consistent development and execution of Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones.

Guide Customer Success Managers in connecting delivery, operational performance, and technology investments to customer business outcomes.

Ensure delivery and operational activities remain aligned to customer outcomes, not solely scope completion.

Drive consistent customer and executive-level conversations focused on value realization, adoption, business priorities, and forward roadmap alignment.

Maintain visibility into customer health, adoption, risks, and opportunities across the portfolio.

Customer Lifecycle & Portfolio Leadership Provide leadership and oversight across a portfolio of strategic and complex enterprise customers throughout onboarding, adoption, renewal, and expansion.

Lead and develop Customer Success professionals responsible for navigating complex customer environments, multiple stakeholders, and sophisticated technology solutions.

Establish consistent execution of key lifecycle touchpoints,…