Senior Customer Success Manager: Value Realization & Growth

Spectrum Business; New York (NY); On-site; USD 65,000 - 183,000; Full time

Job summary

RapidScale is seeking a Customer Success Manager III to manage a portfolio of customers and help them achieve successful adoption of RapidScale solutions while delivering an exceptional service experience. This role partners with Sales, Delivery, Operations, Consulting, Engineering, and Support to ensure customers receive consistent service and are well positioned for long-term success.

The ideal candidate is customer-focused, highly organized, and able to manage multiple priorities while

Qualifications

• Bachelor's degree in a related discipline with 6 years' experience, or an equivalent combination.
• Experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting within a B2B technology or services environment.
• Strong communication, relationship management, and problem-solving skills.
• Ability to collaborate effectively across cross-functional teams in a matrixed organization.
• Experience using CRM and Customer Success platforms to manage customer engagement activities.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Customer Success

Relationship management

Communication

Problem-solving

Cross-functional collaboration

Organizational skills

Education

Bachelor's degree in related discipline

Tools

CRM platforms

Job description

RapidScale is seeking a Customer Success Manager III to manage a portfolio of customers and help them achieve successful adoption of RapidScale solutions while delivering an exceptional service experience. This role partners with Sales, Delivery, Operations, Consulting, Engineering, and Support to ensure customers receive consistent service and are well positioned for long-term success.

The ideal candidate is customer-focused, highly organized, and able to manage multiple priorities while