This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. 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
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
