Senior Enterprise Customer Success Manager

Charter Communications; Stamford (CT); Remote; USD 110,000 - 150,000; Full time

Job summary

Charter Communications offers a Customer Success Manager IV role focused on driving value and outcomes for large enterprise customers. You will coordinate across Sales, Delivery, Operations, Consulting, Support, and Engineering to ensure a seamless customer experience and long-term retention.

Ideal candidates bring extensive experience in customer success, account management, and cross-functional leadership within B2B technology or services environments, with a proven track record in managing

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

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

Cross-functional collaboration

Stakeholder management

Enterprise accounts

Education

Bachelor's degree + 8 years

Master's degree + 6 years

PhD + 3 years

12 years experience

Job description

Charter Communications offers a Customer Success Manager IV role focused on driving value and outcomes for large enterprise customers. You will coordinate across Sales, Delivery, Operations, Consulting, Support, and Engineering to ensure a seamless customer experience and long-term retention.

Ideal candidates bring extensive experience in customer success, account management, and cross-functional leadership within B2B technology or services environments, with a proven track record in managing