Customer Success Manager III (RapidScale) (Remote)

Spectrum; Atlanta (GA); Remote; USD 90,000 - 130,000; Full time

Job summary

Charter Communications, operating under Spectrum, is seeking a Customer Success Manager III to manage a portfolio of enterprise customers. You will drive adoption, health metrics, and value realization while coordinating with Sales, Delivery, and Support to ensure a seamless customer experience.

The role emphasizes onboarding, renewal readiness, and proactive engagement to support retention and expansion opportunities across multi-cloud and managed services offerings.

Qualifications

• Bachelor's degree or higher with 6+ years in related field (or alternate combinations as stated).
• Experience in Customer Success, Client Services, Account Management, or Consulting in B2B tech/services.
• Strong communication, relationship management, and problem-solving skills.
• Ability to collaborate across cross-functional teams in a matrixed org.
• Experience using CRM and CS platforms to manage engagement.

Responsibilities

• Manage a portfolio of assigned customers as primary CS contact.
• Develop and maintain Customer Success Plans aligned to business objectives.
• Monitor adoption, health, and risks; identify opportunities for value realization.
• Coordinate with Sales, Delivery, Operations, Consulting, Engineering and Support to ensure seamless experience.
• Guide onboarding, adoption, engagement, and renewal readiness.
• Conduct quarterly business reviews and drive customer retention and expansion.

Skills

Customer Success

Account Management

CRM experience

Cross-functional collaboration

Communication

Problem solving

Relationship management

Organizational skills

Education

Bachelor's degree

Tools

CRM platforms

Job description

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 customer retention, and supporting long-term growth.

The Customer Success Manager III is responsible for managing a portfolio of customers and helping them achieve successful adoption of RapidScale solutions while delivering an exceptional customer experience. This role partners closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to ensure customers receive consistent service, realize ongoing value from their investments, and are well positioned for long-term success.

The ideal candidate is customer-focused, highly organized, and collaborative, with the ability to manage multiple priorities while building trusted relationships with both customers and internal stakeholders.

KEY RESPONSIBILITIES

Customer Success & Value Realization

• Manage a portfolio of assigned customers, serving as their primary Customer Success contact.
• Develop and maintain Customer Success Plans aligned to customer business objectives and desired outcomes.
• Monitor customer adoption, utilization, and overall health to proactively identify opportunities and potential risks.
• Partner with customers to help maximize the value of RapidScale solutions throughout their lifecycle.
• Escalate customer concerns appropriately while coordinating internal resources to drive timely resolution.

Customer Lifecycle Management

• Guide customers through onboarding, adoption, ongoing engagement, and renewal readiness activities.
• Conduct regular customer touchpoints and business reviews to ensure continued alignment with customer goals.
• Maintain accurate customer account documentation, engagement plans, and success metrics.
• Identify potential risks to customer satisfaction and retention while developing appropriate mitigation plans.

Cross-Functional Collaboration

• Partner closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless customer experience.
• Coordinate internal resources to ensure customer needs are addressed efficiently.
• Facilitate communication between customers and internal teams throughout the customer lifecycle.
• Escalate customer issues and risks as appropriate while helping drive resolution.

Retention & Growth Support

• Support renewal activities by demonstrating customer value and business outcomes.
• Identify opportunities for additional solutions or services and communicate them to the appropriate Sales partners.
• Contribute to customer retention efforts through proactive engagement and relationship management.

Customer Experience

• Build trusted relationships through consistent communication and responsiveness.
• Conduct Quarterly Business Reviews (QBRs) or other customer meetings appropriate to the customer's engagement model.
• Ensure customers understand available resources, services, and best practices to maximize success.
• Promote a positive customer experience through proactive engagement and follow-through.

Process Improvement

• Follow established Customer Success methodologies, playbooks, and operational processes.
• Provide feedback to leadership on opportunities to improve customer experience, tools, and operational processes.
• Participate in team initiatives, training, and continuous improvement efforts.

QUALIFICATIONS

Minimum

• Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and up to 2 year of experience; or 8 years' experience in a related field.

Core Experience

• Experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting within a B2B technology or services environment.
• Experience managing customer relationships and supporting customer adoption, retention, and satisfaction.
• Strong communication, relationship management, and problem-solving skills.
• Ability to collaborate effectively across cross-functional teams in a matrixed organization.
• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously.
• Experience using CRM and Customer Success platforms to manage customer engagement activities.

Preferred Qualifications

• Experience supporting customers in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure environments.
• Familiarity with Customer Success metrics such as customer health, adoption, retention, and renewal readiness.
• Experience facilitating customer business reviews and presenting customer performance metrics.
• Working knowledge of cloud technologies including AWS, Azure, Google Cloud, VMware, or related technologies.
• Experience identifying customer growth opportunities and partnering with Sales to support expansion.

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits 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.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

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. Learn about Life at Spectrum.