[Remote] Customer Success Manager (Senior III / Lead IV) (RapidScale)
Note: The job is a remote job and is open to candidates in USA. Cox Communications, Inc. is a leading provider of technology and managed services. The Customer Success Manager (Senior III / Lead IV) will be responsible for ensuring customer outcomes and value realization across a portfolio of enterprise customers while coordinating efforts across various teams to drive retention and long-term value.
Responsibilities
- Own accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale 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
- 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
- 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
- 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
- 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
- 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
Skills
- Bachelor's degree in a related discipline and 6 years of experience in a related field
- Or a master's degree with 4 years of experience
- Or a PhD with 1 year of experience
- Or 10 years of relevant professional experience
- 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
- 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
- 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
Benefits
- The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations
- Seven paid holidays throughout the calendar year
- Up to 160 hours of paid wellness annually for their own wellness or that of family members
- Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave
- Health care insurance (medical, dental, vision)
- Retirement planning (401(k))
- Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
Company Overview