Owns outcomes, value realization, retention, adoption, renewals, and expansion for strategic enterprise customers in managed cloud services. Develops success plans, leads onboarding and executive QBRs, identifies risks, coordinates Sales, Delivery, Operations, Consulting, Support, and Engineering, and resolves cross-functional issues. The role also improves Customer Success playbooks and processes, supports renewal and expansion strategies, mentors team members, and helps scale customer engagement models.
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
At RapidScale, 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.
RapidScale 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 RapidScale as one accountable partner, driving retention, adoption, and long-term value.
PRIMARY RESPONSIBILITIES
Customer Outcomes and Value Realization
Customer Lifecycle Management
Cross-Functional Orchestration
Retention, Renewal and Expansion Support
Customer Experience and Engagement
Program and Process Contribution
QUALIFICATIONS
Minimum Requirements
Core Experience
Preferred Qualifications:
#LI-MJ1
9F1907 2026-81614 9F1907 2026
Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
The base pay for this position generally is between
$64,500.00 and $182,900.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
Get to Know Us Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you'll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.
At RapidScale, 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.
RapidScale 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 RapidScale as one accountable partner, driving retention, adoption, and long-term value.
PRIMARY RESPONSIBILITIES
Customer Outcomes and Value Realization
- 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
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
QUALIFICATIONS
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
#LI-MJ1
9F1907 2026-81614 9F1907 2026
Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
The base pay for this position generally is between
$64,500.00 and $182,900.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
Get to Know Us Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you'll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.
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