Senior Director, Customer Success & Value Realization

Cox Communications; Omaha (NE); On-site; USD 148,500 - 247,500; Full time

Benefits offered by this job

Vacation with pay

Paid holidays

Wellness time off

Job summary

RapidScale seeks a Senior Director, Customer Success to own outcomes across Sales, Delivery, Consulting, Support, and Billing, ensuring customers view RapidScale as a single accountable partner. This role protects revenue durability and enterprise credibility through outcome-based strategies and scalable playbooks.

You will lead CS programs by segment, drive GRR improvement, renewals, and expansions, and build an executive-facing CS organization with a focus on value realization.

Qualifications

• BA/BS degree with 12+ years in Customer Success or related roles.
• 7+ years in a leadership role.
• Excellent communication and interpersonal skills.
• Proven design of scalable CS programs and playbooks.
• Strong background in managed services, cloud, SaaS.
• Proven cross-functional orchestration in matrix organizations.
• Executive presence with customers and senior leaders.
• Leadership attributes: outcome-focused, enterprise-minded, data-driven.

Responsibilities

• Own accountability for delivering business outcomes and value.
• Ensure OBSP tied to objectives, KPIs and milestones.
• Lead executive-level value realization discussions.
• Design, develop, and evolve CS programs and playbooks by segment.
• Define segment engagement models, lifecycle touchpoints, success metrics.
• Orchestrate cross-functional execution across Sales, Delivery, Consulting, Support, and Billing.
• Drive renewal readiness and expansion through CS qualified leads.

Skills

Customer Success Leadership

Enterprise Account Leadership

Cross-functional Orchestration

Program Design

SaaS/Cloud Delivery

Executive Communication

Strategic Planning

Education

BA/BS degree

Job description

RapidScale seeks a Senior Director, Customer Success to own outcomes across Sales, Delivery, Consulting, Support, and Billing, ensuring customers view RapidScale as a single accountable partner. This role protects revenue durability and enterprise credibility through outcome-based strategies and scalable playbooks.

You will lead CS programs by segment, drive GRR improvement, renewals, and expansions, and build an executive-facing CS organization with a focus on value realization.