Senior Customer Success Leader - Enterprise Growth

Spectrum; Kansas City (MO); Remote; USD 130,000 - 170,000; Full time

Job summary

Spectrum is seeking a Senior Manager, Customer Success to lead RapidScale's CS organization, guiding strategic enterprise relationships and cross-functional delivery across Sales, Delivery, Operations, Consulting, Support, and Engineering.

You will establish playbooks, drive value realization, and ensure renewal readiness while focusing on retention and long-term customer health across a diverse portfolio.

Qualifications

• Bachelor’s degree in a related discipline with 8+ years of experience or equivalent
• 3+ years in a management or leadership role
• Experience in Customer Success, Client Services, Account Management, Consulting, or related customer-facing function in B2B tech/services
• Demonstrated experience leading, coaching, and developing customer-facing teams
• Proven ability to manage complex customer relationships, escalations, and competing priorities
• Strong executive communication, stakeholder management, and relationship-building skills
• Ability to lead across highly matrixed, cross-functional organizations

Responsibilities

• Lead, coach, and develop a team of Customer Success professionals responsible for strategic enterprise relationships
• Establish expectations, performance standards, and operating rhythms across the CS team
• Build team capability in outcome-based engagement, executive communication, value realization, risk management, and expansion
• Provide ongoing coaching and accountability for customer outcomes and portfolio performance
• Foster a customer-first culture with proactive engagement and measurable business outcomes
• Support workforce planning and organizational needs as CS scales
• Ensure customers realize outcomes and value aligned to RapidScale solutions across the portfolio
• Develop and execute Outcome-Based Success Plans tied to objectives, KPIs, and milestones
• Guide CSMs in connecting delivery, performance, and technology investments to outcomes
• Maintain visibility into customer health, adoption, risks, and opportunities
• Provide leadership across onboarding, success planning, reviews, and renewal readiness
• Monitor portfolio health and intervene proactively for at-risk customers
• Lead executive-level customer conversations and critical escalations
• Drive CS playbooks, processes, and operating cadences across the organization
• Leverage data to identify trends, risks, and opportunities to improve outcomes

Skills

Customer Success Leadership

Executive Communication

Stakeholder Management

Cross-functional Collaboration

Coaching & Mentoring

Portfolio Management

Education

Bachelor’s degree

Job description

Spectrum is seeking a Senior Manager, Customer Success to lead RapidScale's CS organization, guiding strategic enterprise relationships and cross-functional delivery across Sales, Delivery, Operations, Consulting, Support, and Engineering.

You will establish playbooks, drive value realization, and ensure renewal readiness while focusing on retention and long-term customer health across a diverse portfolio.