Senior Director, Customer Success; RapidScale

Company

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.

Overview

Rapid Scale is establishing Customer Success as a core revenue-adjacent capability designed to ensure delivery of contracted business outcomes and measurable business value, improve customer advocacy, drive gross revenue retention, and enable expansion.

The Senior Director, Customer Success is accountable for owning customer outcomes and value realization, while acting as the orchestrator / quarterback across the entire Rapid Scale ecosystem—Sales (AEs/AMs), Delivery, Operations, Consulting, Support, and administrative billing.

This role builds the system that ensures customers consistently experience Rapid Scale as one accountable partner, not a collection of teams. This role directly protects revenue durability, customer lifetime value, and enterprise credibility. By owning outcomes, building segment-specific playbooks, and acting as Rapid Scale’s internal quarterback, the Senior Director of Customer Success ensures customer success is repeatable, scalable, and growth-generating.

Strategic Objectives

• Ensure customers realize measurable business outcomes and value from Rapid Scale solutions
• Improve Gross Revenue Retention (GRR) from ~78% toward 80-85%+ near term and 85-90%+ over time
• Reduce churn and downsell through proactive lifecycle management and expectation alignment
• Institutionalize a single accountable customer advocate and internal orchestration model
• Scale Customer Success through repeatable programs and playbooks by customer segment
• Enable expansion by surfacing Customer Success Qualified Leads (CSQLs) to Sales

Core Responsibilities

Business Outcomes & Value Realization (Primary Accountability)

• Own accountability for ensuring Rapid Scale delivers the business outcomes and business value committed to customers
• Ensure every Gold+ customer has a clearly defined Outcome-Based Success Plan (OBSP) tied to customer objectives, KPIs, and value realization milestones
• Validate that delivery, consulting, and operational activities remain aligned to outcomes—not just scope completion
• Lead executive-level value realization discussions with customer stakeholders

Customer Success Strategy, Programs & Playbooks

• Design, develop, and continuously evolve Customer Success programs and playbooks by customer segment:
  • Diamond:
    Executive partnership, white-glove orchestration, strategic roadmap alignment
  • Platinum:
    Proactive value realization, adoption acceleration, expansion readiness
  • Gold:
    Structured onboarding, standardized engagement, outcome validation
• Define segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation paths
• Ensure playbooks are operationalized through tooling, enablement, and governance—not left as static documents
• Standardize best practices while preserving flexibility for complex enterprise environments

Quarterback & Cross-Functional Orchestration

• Act as the orchestrator / quarterback across all Rapid Scale functions involved in the customer lifecycle, including:
  • Sales (AEs and AMs)
  • Delivery and Operations
  • Consulting and Professional Services
  • Support and Cloud Engineering
  • Administrative and billing functions
• Ensure seamless handoffs, clear accountability, and coordinated execution across teams
• Proactively resolve cross-functional friction impacting customer outcomes, timelines, or experience

Retention, Renewal & Expansion Enablement

• Own renewal readiness in close partnership with Sales and Account Management
• Ensure early renewal conversations grounded in delivered value and outcomes
• Enable expansion by identifying unmet needs, adoption signals, and Customer Success Qualified Leads (CSQLs)
• Maintain clear role boundaries between Customer Success and commercial ownership while remaining tightly aligned

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