Executive Director, Customer Outcomes & Success

Spectrum Business; Raleigh (NC); On-site; USD 180,000 - 240,000; Full time

Job summary

RapidScale is seeking a Senior Director, Customer Success to own the business outcomes and value realization for strategic enterprise customers. You will orchestrate across Sales, Delivery, Operations, Consulting, Support, and Billing to ensure seamless delivery and measurable results.

In this role, you will design and evolve CS programs and playbooks by segment (Diamond, Platinum, Gold), lead executive discussions on value, and drive renewal and expansion through data-driven governance and

Qualifications

• 12+ years of experience in Customer Success, Client Services, Enterprise Account Leadership, or Consulting.
• 7+ years in a leadership role.
• Excellent communication and stakeholder management.
• Proven ability to design scalable Customer Success programs and playbooks.
• Strong background in managed services, cloud, SaaS, or complex enterprise delivery.
• Demonstrated ability to orchestrate cross-functional execution in matrixed organizations.
• Executive presence with customers and senior internal leaders.

Responsibilities

• Own accountability for delivering customer outcomes and value.
• Lead Outcome-Based Success Plans tied to objectives, KPIs, and value milestones.
• Align delivery, consulting, and operations to outcomes, not just scope.
• Lead executive-level value realization discussions with customer stakeholders.
• Design, develop, and evolve CS programs and playbooks by customer segment.
• Act as the orchestrator across Sales, Delivery, Operations, Consulting, Support, and Billing.
• Own renewal readiness in partnership with Sales and AMs; enable expansion via CSQLs.
• Elevate QBRs focusing on outcomes and forward-looking roadmaps.

Skills

Leadership

Executive presence

Cross-functional collaboration

Communication

Strategic CS program design

Customer success

Education

BA/BS degree

Job description

RapidScale is seeking a Senior Director, Customer Success to own the business outcomes and value realization for strategic enterprise customers. You will orchestrate across Sales, Delivery, Operations, Consulting, Support, and Billing to ensure seamless delivery and measurable results.

In this role, you will design and evolve CS programs and playbooks by segment (Diamond, Platinum, Gold), lead executive discussions on value, and drive renewal and expansion through data-driven governance and