Customer Success Manager IV (RapidScale) (Remote)

Spectrum; Atlanta (GA); Remote; USD 120,000 - 180,000; Full time

Job summary

Spectrum seeks a strategic Customer Success Manager IV to own outcomes for a portfolio of enterprise customers in a fast-paced, cloud-driven environment. You will coordinate across Sales, Delivery, and Support to ensure measurable value and long-term retention from Atlanta-based engagements.

You will drive adoption, renewal readiness, and expansion opportunities while mentoring teammates and refining playbooks to scale customer success across the organization.

Qualifications

• 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.

Responsibilities

• Own accountability for customer outcomes and value realization across a portfolio of enterprise customers.
• Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones.
• Lead customer conversations focused on value realization, adoption, and roadmap alignment.
• Manage onboarding, adoption, renewal, and expansion across the customer lifecycle.
• Coordinate across Sales, Delivery, Operations, Consulting, Support, and Engineering to ensure alignment.
• Partner with Sales to support renewal strategy and surface opportunities for expansion.

Skills

Customer success management

Communication

Stakeholder management

Cross-functional leadership

Education

Bachelor’s degree in related discipline

Master’s degree

PhD with 3 years experience

12 years of relevant professional experience

Tools

CRM software

Customer success 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 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

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.

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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