Job SummaryOverview RapidScale is establishing Customer Success as a core revenue-adjacent capability designed to ensure delivery of contracted business outcomes and measurable business value, improve customer advocacy, drive gross revenue retention, and enable expansion. The Senior Director, Customer Success is accountable for owning customer outcomes and value realization, while acting as the orchestrator / quarterback across the entire RapidScale ecosystem-Sales (AEs/AMs), Delivery, Operations, Consulting, Support, and administrative billing.
This role builds the system that ensures customers consistently experience RapidScale as one accountable partner, not a collection of teams. This role directly protects revenue durability, customer lifetime value, and enterprise credibility. By owning outcomes, building segment-specific playbooks, and acting as RapidScale's internal quarterback, the Senior Director of Customer Success ensures customer success is repeatable, scalable, and growth-generating.
Strategic Objectives- Ensure customers realize measurable business outcomes and value from RapidScale solutions
- Improve Gross Revenue Retention (GRR) from ~78% toward 80-85%+ near term and 85-90%+ over time
- Reduce churn and downsell through proactive lifecycle management and expectation alignment
- Institutionalize a single accountable customer advocate and internal orchestration model
- Scale Customer Success through repeatable programs and playbooks by customer segment
- Enable expansion by surfacing Customer Success Qualified Leads (CSQLs) to Sales
ResponsibilitiesCore ResponsibilitiesBusiness Outcomes & Value Realization (Primary Accountability)- Own accountability for ensuring RapidScale delivers the business outcomes and business value committed to customers
- Ensure every Gold+ customer has a clearly defined Outcome-Based Success Plan (OBSP) tied to customer objectives, KPIs, and value realization milestones
- Validate that delivery, consulting, and operational activities remain aligned to outcomes-not just scope completion
- Lead executive-level value realization discussions with customer stakeholders
Customer Success Strategy, Programs & Playbooks- Design, develop, and continuously evolve Customer Success programs and playbooks by customer segment:
- Diamond: Executive partnership, white-glove orchestration, strategic roadmap alignment
- Platinum: Proactive value realization, adoption acceleration, expansion readiness
- Gold: Structured onboarding, standardized engagement, outcome validation
- Define segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation paths
- Ensure playbooks are operationalized through tooling, enablement, and governance-not left as static documents
- Standardize best practices while preserving flexibility for complex enterprise environments
Quarterback & Cross-Functional Orchestration- Act as the orchestrator / quarterback across all RapidScale functions involved in the customer lifecycle, including:
Sales (AEs and AMs) - Delivery and Operations
- Consulting and Professional Services
- Support and Cloud Engineering
- Administrative and billing functions
- Ensure seamless handoffs, clear accountability, and coordinated execution across teams
- Proactively resolve cross-functional friction impacting customer outcomes, timelines, or experience
Retention, Renewal & Expansion Enablement- Own renewal readiness in close partnership with Sales and Account Management
- Ensure early renewal conversations grounded in delivered value and outcomes
- Enable expansion by identifying unmet needs, adoption signals, and Customer Success Qualified Leads (CSQLs)
- Maintain clear role boundaries between Customer Success and commercial ownership while remaining tightly aligned
Customer Experience & Executive Engagement- Standardize proactive communication, progress updates, and transparency into risks or delays
- Elevate QBRs to focus on outcomes achieved, value delivered, and forward-looking roadmaps
- Ensure customers experience RapidScale as a coordinated, accountable enterprise partner
Team Leadership & Capability Building- Build, lead, and develop the Customer Success leadership team and CSM organization
- Establish performance standards, coaching rigor, and clear career progression paths aligned to customer tiers
- Foster a culture of ownership, accountability, and continuous improvement
Metrics, Governance & Insights
Own CS KPIs including:- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer Success Qualified Leads (CSQLs)
- Customer health scores
- Team-level CS NPS
- Implement governance, operating cadence, and executive reporting to the CRO and RSLT
QualificationsExperience & Qualifications- BA/BS degree with 12+ years of relevant experience including: Customer Success, Client Services, Enterprise Account Leadership, or Consulting within B2B technology or services OR equivalent combination of education and experience (MS + 10 years of experience or P.D. + 7 years of experience or 16 years of experience with no degree)
- 7+ years of experience in a leadership role
- Excellent communication and interpersonal skills, with the ability to build relationships and influence key stakeholders
- Proven experience designing scalable Customer Success programs and playbooks, not just managing accounts
- Strong background in managed services, cloud, SaaS, or complex enterprise delivery environments
- Demonstrated ability to orchestrate cross-functional execution in matrixed organizations
- Executive presence with customers and senior internal leaders
Leadership Attributes:- Outcome-obsessed, enterprise-minded, and commercially astute
- High EQ, low ego; trusted integrator across functions
- Structured, decisive, and comfortable driving accountability at scale
- Data-driven with a bias toward execution and value realization
