Senior Enterprise Customer Success Manager: Outcomes & Growth

RapidScale; Las Vegas (NV); On-site; USD 110,000 - 170,000; Full time

Job summary

Charter Communications is seeking a Senior Customer Success Manager IV to own outcomes and value realization for a portfolio of enterprise customers. You’ll coordinate with Sales, Delivery, Operations, Consulting, Support, and Engineering to deliver measurable outcomes and drive retention, adoption, and expansion.

You will lead executive-level conversations, develop Outcome-Based Success Plans, and ensure a seamless customer experience.

Qualifications

• Bachelor’s degree in a related discipline with 8 years’ experience, or Master’s with 6 years, or PhD with 3 years, or 12 years of relevant experience.
• Experience in Customer Success, Client Services, Account Management or Consulting within B2B technology/services.
• Experience 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.
• Drives improvements to CS programs and engagement models.
• Mentors other CS team members and elevates overall capability.

Responsibilities

• Own customer outcomes and value realization for a portfolio of enterprise customers.
• Lead cross-functional coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering.
• Drive retention, adoption, and expansion through value-based conversations.
• Manage onboarding, QBRs, renewal readiness, and lifecycle milestones.
• Identify risks to retention and develop mitigation plans.
• Lead executive-level customer discussions focused on outcomes and opportunities.
• Contribute to CS playbooks and standardize best practices across segments.

Skills

Customer Success

Account Management

Cross-functional Leadership

Stakeholder Management

Enterprise Accounts

Matrixed Organizations

Relationship Management

Renewal & Expansion

Education

Bachelor’s degree + 8 years

Master’s degree + 6 years

PhD + 3 years

12+ years experience

Job description

Charter Communications is seeking a Senior Customer Success Manager IV to own outcomes and value realization for a portfolio of enterprise customers. You’ll coordinate with Sales, Delivery, Operations, Consulting, Support, and Engineering to deliver measurable outcomes and drive retention, adoption, and expansion.

You will lead executive-level conversations, develop Outcome-Based Success Plans, and ensure a seamless customer experience.