Senior Director, Customer Success & Value Realization

Cox Communications; Seattle (WA); On-site; USD 148,500 - 247,500; Full time

Benefits offered by this job

Flexible vacation with pay

Paid holidays

Wellness hours

Job summary

RapidScale is seeking a Senior Director of Customer Success to own customer outcomes and value realization. You will serve as the quarterback across Sales, Delivery, Operations, Consulting, Support, and Billing to ensure a single, accountable partner for customers and to protect revenue durability.

You will lead program development for CS playbooks by segments, monitor GRR/NRR metrics, and drive proactive lifecycle management to reduce churn and enable expansion across enterprise accounts.

Qualifications

• Leadership in customer success or enterprise accounts.
• Proven ability to design scalable CS programs and playbooks.
• Strong cross-functional orchestration across Sales, Delivery, and Support.
• Executive-level communication with senior stakeholders.

Responsibilities

• Own accountability for delivering measurable business outcomes.
• Lead development of OBSP with defined KPIs and milestones.
• Architect CS programs and segment-specific engagement models.
• Act as orchestrator across Sales, Delivery, Consulting, Support, and Billing.

Skills

Leadership

Account leadership

Communication

Cross-functional

SaaS/Cloud

Education

Bachelor's degree

Job description

RapidScale is seeking a Senior Director of Customer Success to own customer outcomes and value realization. You will serve as the quarterback across Sales, Delivery, Operations, Consulting, Support, and Billing to ensure a single, accountable partner for customers and to protect revenue durability.

You will lead program development for CS playbooks by segments, monitor GRR/NRR metrics, and drive proactive lifecycle management to reduce churn and enable expansion across enterprise accounts.