Senior Customer Success Leader — Enterprise Outcomes

Charter Communications; Phoenix (AZ); Remote; USD 110,000 - 160,000; Full time

Job summary

Charter Communications seeks a Customer Success Manager IV to own outcomes for a portfolio of enterprise customers. You will coordinate across Sales, Delivery, Operations, Consulting, and Support to drive retention, adoption, and expansion.

You will lead executive-level discussions, craft plans aligned to objectives, and mentor other CS team members to scale our customer success programs across the Spectrum brands.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering.

Skills

Communication

Stakeholder Management

Cross-Functional Collaboration

Relationship Management

Mentoring

Executive-level Communication

Education

Bachelor's degree in a related discipline

Master's degree in related field

PhD in related field

Job description

Charter Communications seeks a Customer Success Manager IV to own outcomes for a portfolio of enterprise customers. You will coordinate across Sales, Delivery, Operations, Consulting, and Support to drive retention, adoption, and expansion.

You will lead executive-level discussions, craft plans aligned to objectives, and mentor other CS team members to scale our customer success programs across the Spectrum brands.