Senior Enterprise Customer Success Manager

Spectrum Business; Stamford (CT); On-site; USD 120,000 - 180,000; Full time

Job summary

RapidScale, a leading managed services provider, is seeking a Customer Success Manager IV to own outcomes for a portfolio of enterprise customers. You will coordinate across Sales, Delivery, Operations, Consulting and Support to ensure retention, renewal and expansion.

The role emphasizes value realization, ongoing executive conversations, and proactive engagement to drive measurable business outcomes. The team collaborates across the Spectrum partners and Cox family of companies.

Qualifications

• Bachelor’s degree in a related discipline with 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 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

Enterprise account management

Cross-functional leadership

Executive communication

Strategic planning

Education

Bachelor’s degree in related discipline

Master’s degree

PhD

Tools

Salesforce

Tableau

MS Office / G Suite

Job description

RapidScale, a leading managed services provider, is seeking a Customer Success Manager IV to own outcomes for a portfolio of enterprise customers. You will coordinate across Sales, Delivery, Operations, Consulting and Support to ensure retention, renewal and expansion.

The role emphasizes value realization, ongoing executive conversations, and proactive engagement to drive measurable business outcomes. The team collaborates across the Spectrum partners and Cox family of companies.