Senior Enterprise Customer Success Manager

Spectrum; Oklahoma City (OK); Remote; USD 110,000 - 160,000; Full time

Job summary

Spectrum is seeking a Customer Success Manager IV to own outcomes and value realization across a portfolio of enterprise customers. You will act as the quarterback across Sales, Delivery, Operations, Consulting, and Support to ensure Renewal, adoption, and long-term value.

This role emphasizes proactive relationship management, executive-level engagements, and collaboration to drive retention, expansion, and measurable business outcomes for strategic accounts.

Qualifications

• Experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments.
• Experience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environments.
• Proven ability to manage customer relationships and drive value realization.
• Strong communication and stakeholder management skills.
• Experience working cross-functionally in matrixed organizations.
• Owns highly complex or strategic enterprise customer relationships.
• Acts as a senior quarterback across functions, influencing execution across teams.
• Drives improvements to Customer Success programs and engagement models.
• Mentors other Customer Success team members and elevates overall team capability.
• Plays a key role in shaping how Customer Success scales across the organization.

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
• Drive alignment across teams to ensure seamless customer experience and execution
• Resolve cross-functional issues impacting customer outcomes or timelines
• Partner closely with Sales and Account Management to support renewal strategy and execution
• Ensure renewal conversations are grounded in delivered value and measurable outcomes
• Identify opportunities for expansion and surface Customer Success Qualified Leads
• Lead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunities
• Maintain proactive communication and transparency with customers
• Strengthen customer relationships and advocacy
• Contribute to the development and refinement of Customer Success playbooks and engagement models
• Support standardization of best practices across customer segments
• Provide feedback to improve tools, processes, and operating cadence

Skills

Customer Success

Account Management

Client Services

Consulting

Stakeholder Management

Cross-functional Collaboration

Education

Bachelor’s degree in related field

Master’s degree with 6 years experience

PhD with 3 years experience

12 years of relevant professional experience

Job description

Spectrum is seeking a Customer Success Manager IV to own outcomes and value realization across a portfolio of enterprise customers. You will act as the quarterback across Sales, Delivery, Operations, Consulting, and Support to ensure Renewal, adoption, and long-term value.

This role emphasizes proactive relationship management, executive-level engagements, and collaboration to drive retention, expansion, and measurable business outcomes for strategic accounts.