Senior Enterprise Customer Success Lead

Charter Communications; San Antonio (TX); Remote; USD 120,000 - 150,000; Full time

Job summary

RapidScale is seeking a Customer Success Manager IV to own customer outcomes and value realization across a portfolio of enterprise clients. You will act as a quarterback across Sales, Delivery, Operations, Consulting, and Support to ensure retention and expansion.

The role emphasizes coordinating cross-functionally, driving measurable outcomes, and leading executive conversations to align next steps with customers’ strategic goals.

Qualifications

• Bachelor's degree in a related discipline and 8 years of experience.
• 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 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.
• Coordinate across Sales, Delivery, Operations, Consulting, Support, and Engineering.
• Drive renewal strategy and surface Customer Success Qualified Leads.
• Lead QBRs and executive-level discussions on outcomes and future opportunities.

Education

Bachelor's degree in a related discipline

Master's degree

PhD

12 years of relevant professional experience

Job description

RapidScale is seeking a Customer Success Manager IV to own customer outcomes and value realization across a portfolio of enterprise clients. You will act as a quarterback across Sales, Delivery, Operations, Consulting, and Support to ensure retention and expansion.

The role emphasizes coordinating cross-functionally, driving measurable outcomes, and leading executive conversations to align next steps with customers’ strategic goals.