Job SummaryRapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on ensuring customers realize measurable business outcomes, improving retention, and enabling expansion. The Senior Manager, Customer Success is responsible for leading a team of Customer Success professionals and driving customer outcomes, value realization, retention, and growth across a portfolio of strategic and complex enterprise customers.
This role requires a leader who understands the complexity of delivering and supporting technology solutions in a managed services, cloud, hybrid infrastructure, or similarly complex enterprise technology environment. RapidScale customers often rely on multiple interconnected technologies and services, requiring Customer Success to coordinate across technical delivery, operations, support, consulting, engineering, and commercial teams to drive successful outcomes.
The ideal candidate has experience leading Customer Success teams supporting complex enterprise customers and technology environments where the customer relationship extends beyond a traditional software or SaaS engagement. This leader must be comfortable navigating sophisticated customer environments, multiple technical and executive stakeholders, service delivery dependencies, escalations, and long-term customer transformation initiatives.
ResponsibilitiesThe Senior Manager will establish consistent Customer Success practices, develop team capability, and ensure customers experience RapidScale as one accountable partner throughout the customer lifecycle. This leader will also serve as a senior escalation point and cross-functional partner across Sales, Delivery, Operations, Consulting, Support, and Engineering, ensuring teams remain aligned around customer outcomes, risks, priorities, retention, and growth.
PRIMARY RESPONSIBILITIES
Customer Success Leadership & Team Development
- 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.
Customer Outcomes & Value Realization
- 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.
Customer Lifecycle & Portfolio Leadership
- 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.
Retention, Renewal & Expansion
- 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.
Cross-Functional Leadership & Executive Engagement
- 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.
Customer Success Operations & Strategy
- 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.
QualificationsMinimum Qualifications
- 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.
Preferred Qualifications
- 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.
