Senior Manager, Customer Success (RapidScale) (Remote)

RapidScale, powered by Spectrum, delivers secure managed and advisory services across private, public, and hybrid clouds. The Senior Manager, Customer Success will lead a team supporting strategic enterprise customers, driving measurable business outcomes, value realization, retention, renewal, and expansion. This role also establishes Customer Success practices and coordinates cross-functionally across Sales, Delivery, Operations, Consulting, Support, and Engineering.

Responsibilities:

• 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
• Establish accountability across the team for ensuring customers realize the business outcomes and value aligned to their RapidScale 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
• 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, including onboarding, success planning, executive business reviews, and renewal readiness
• Monitor portfolio health and proactively identify customers requiring intervention, escalation, or additional support
• Ensure appropriate mitigation and recovery plans are established for at-risk customers and drive accountability for execution
• Serve as a senior escalation point for complex or high-impact customer situations
• Drive Customer Success strategies that support customer retention, renewal, and long-term growth
• Partner closely with Sales and Account Management leadership to support renewal strategy and execution
• Ensure renewal conversations are grounded in delivered value, measurable customer outcomes, and future business priorities
• Establish visibility into renewal risk and ensure proactive action is taken well in advance of key customer milestones
• Create consistent practices for identifying and surfacing expansion opportunities and Customer Success Qualified Leads
• Partner cross-functionally to identify opportunities to deepen customer relationships and expand adoption of RapidScale capabilities
• Serve as a senior Customer Success leader and partner across Sales, Delivery, Operations, Consulting, Support, Engineering, and other key functions
• Drive cross-functional alignment and accountability to ensure a seamless customer experience and successful execution
• Partner with functional leaders to resolve complex issues impacting customer outcomes, experience, or timelines
• Build trusted relationships with senior and executive customer stakeholders
• Lead and support executive business reviews, strategic customer discussions, and critical customer escalations
• Represent the voice of the customer internally and identify recurring themes or systemic issues requiring organizational action
• Drive consistent adoption of Customer Success playbooks, engagement models, processes, tools, and operating cadences
• Establish and reinforce best practices across the Customer Success organization
• Use customer health, retention, renewal, adoption, and expansion data to identify trends, risks, and opportunities across the portfolio
• Translate customer and team insights into recommendations that improve processes, service delivery, and customer experience
• Partner with Customer Success leadership to evolve the operating model as RapidScale continues to grow and serve increasingly complex enterprise customers
• Identify opportunities to improve scalability, consistency, and effectiveness across the Customer Success organization

Requirements:

• This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future
• Bachelor's degree in a related discipline and 8 years' experience in a related field
• The right candidate could also have a different combination, such as a master's degree and 6 years' experience; a Ph.D. and 3 years' experience in a related field; or 12 years' experience in a related field
• 3+ years' experience in a management or leadership role
• Experience in Customer Success, Client Services, Account Management, Consulting, or a related customer-facing function within B2B technology or services environments
• Demonstrated experience leading, coaching, and developing customer-facing teams
• Proven ability to manage complex customer relationships, escalations, and competing priorities
• Demonstrated ability to drive customer value realization, retention, and long-term relationship health
• Strong executive communication, stakeholder management, and relationship-building skills
• Demonstrated ability to lead and influence across highly matrixed, cross-functional organizations
• Experience leading Customer Success teams within managed services, cloud, hybrid infrastructure, or similarly complex enterprise technology environments
• Experience managing strategic or complex enterprise customer portfolios involving multiple technologies, services, stakeholders, and delivery teams
• Experience driving customer retention, renewals, adoption, and expansion within complex enterprise accounts
• Experience building or scaling Customer Success programs, playbooks, processes, or operating models
• Familiarity with Customer Success metrics including GRR, NRR, customer health scoring, adoption, renewal forecasting, and expansion
• Experience leading executive-level customer conversations, business reviews, and complex customer escalations
• Experience using customer data and insights to identify trends, improve customer outcomes, and drive operational improvements