Senior Manager, Customer Success (RapidScale) (Remote)

Charter Communications; San Diego (CA); Remoto; USD 71.000 - 183.000; Tempo pieno

Descrizione del lavoro

Charter Communications is seeking a Senior Manager of Customer Success to lead a team delivering strategic outcomes for enterprise customers within a complex technology environment. You will coordinate across Sales, Delivery, Operations, Consulting, Support, and Engineering to drive retention, expansion, and value realization.

The role requires strong executive communication, stakeholder management, and the ability to navigate multi-technology environments while aligning teams around customer

Competenze

• Bachelor's degree in a related discipline with 8 years' experience (or equivalent combinations).
• 3+ years' experience in a management or leadership role.
• Experience in Customer Success, Client Services, Account Management, Consulting, or related customer-facing function within B2B technology or services.
• Demonstrated experience leading, coaching, and developing customer-facing teams.
• Proven ability to manage complex customer relationships and escalations.
• Strong executive communication and stakeholder management skills.
• Ability to lead across matrixed, cross-functional organizations.

Mansioni

• Lead and develop a team of Customer Success professionals responsible for strategic and complex enterprise customer relationships.
• Establish clear expectations, performance standards, and operating rhythms across the CS team.
• Build team capability in outcome-based customer engagement, executive communication, value realization, risk management, and expansion identification.
• Provide ongoing coaching, feedback, and development while creating accountability for customer outcomes and portfolio performance.
• Foster a customer-first culture focused on accountability, proactive engagement, collaboration, and measurable business outcomes.
• Support workforce planning, talent development, and organizational needs as CS scales.
• Establish accountability across the team for ensuring customers realize business outcomes and value.
• Ensure consistent development and execution of Outcome-Based Success Plans tied to objectives and milestones.
• Guide CS Managers in connecting delivery, operations, and technology investments to customer outcomes.
• Maintain visibility into customer health, adoption, risks, and opportunities across the portfolio.
• Provide leadership across onboarding, adoption, renewal, and expansion for a portfolio of strategic customers.
• Lead and develop CS professionals responsible for navigating complex environments and multiple stakeholders.
• Execute lifecycle touchpoints: onboarding, success planning, reviews, renewal readiness.
• Monitor portfolio health and intervene for at-risk accounts.
• Mitigate issues and drive accountability for resolution.
• Lead executive-level customer conversations and critical escalations.

Conoscenze

Executive communication

Stakeholder management

Relationship-building

Leadership

Cross-functional collaboration

Customer success

Formazione

Bachelor's degree

Master's degree

Ph.D.

Descrizione del lavoro

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes, with embedded cyber resiliency and AI to protect today and enable tomorrow, all backed by the scale and strength of Spectrum.

RapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on ensuring customers realize measurable business outcomes, improving retention, and enabling expansion. The Senior Manager, Customer Success is responsible for leading a team of Customer Success professionals and driving customer outcomes, value realization, retention, and growth across a portfolio of strategic and complex enterprise customers.

This role requires a leader who understands the complexity of delivering and supporting technology solutions in a managed services, cloud, hybrid infrastructure, or similarly complex enterprise technology environment. RapidScale customers often rely on multiple interconnected technologies and services, requiring Customer Success to coordinate across technical delivery, operations, support, consulting, engineering, and commercial teams to drive successful outcomes.

The ideal candidate has experience leading Customer Success teams supporting complex enterprise customers and technology environments where the customer relationship extends beyond a traditional software or SaaS engagement. This leader must be comfortable navigating sophisticated customer environments, multiple technical and executive stakeholders, service delivery dependencies, escalations, and long-term customer transformation initiatives.

The Senior Manager will establish consistent Customer Success practices, develop team capability, and ensure customers experience RapidScale as one accountable partner throughout the customer lifecycle. This leader will also serve as a senior escalation point and cross-functional partner across Sales, Delivery, Operations, Consulting, Support, and Engineering, ensuring teams remain aligned around customer outcomes, risks, priorities, retention, and growth.

PRIMARY RESPONSIBILITIES

Customer Success Leadership & Team Development

• Lead, coach, and develop a team of Customer Success professionals responsible for strategic and complex enterprise customer relationships.
• Establish clear expectations, performance standards, and operating rhythms across the Customer Success team.
• Build team capability in outcome-based customer engagement, executive communication, value realization, risk management, and expansion identification.
• Provide ongoing coaching, feedback, and development while creating accountability for customer outcomes and portfolio performance.
• Foster a customer-first culture focused on accountability, proactive engagement, collaboration, and measurable business outcomes.
• Support workforce planning, talent development, and organizational needs as the Customer Success function continues to scale.

Customer Outcomes & Value Realization

• Establish accountability across the team for ensuring customers realize the business outcomes and value aligned to their RapidScale solutions.
• Ensure consistent development and execution of Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones.
• Guide Customer Success Managers in connecting delivery, operational performance, and technology investments to customer business outcomes.
• Ensure delivery and operational activities remain aligned to customer outcomes, not solely scope completion.
• Drive consistent customer and executive-level conversations focused on value realization, adoption, business priorities, and forward roadmap alignment.
• Maintain visibility into customer health, adoption, risks, and opportunities across the portfolio.

Customer Lifecycle & Portfolio Leadership

• Provide leadership and oversight across a portfolio of strategic and complex enterprise customers throughout onboarding, adoption, renewal, and expansion.
• Lead and develop Customer Success professionals responsible for navigating complex customer environments, multiple stakeholders, and sophisticated technology solutions.
• Establish consistent execution of key lifecycle touchpoints, including onboarding, success planning, executive business reviews, and renewal readiness.
• Monitor portfolio health and proactively identify customers requiring intervention, escalation, or additional support.
• Ensure appropriate mitigation and recovery plans are established for at‑risk customers and drive accountability for execution.
• Serve as a senior escalation point for complex or high-impact customer situations.

Retention, Renewal & Expansion

• Drive Customer Success strategies that support customer retention, renewal, and long-term growth.
• Partner closely with Sales and Account Management leadership to support renewal strategy and execution.
• Ensure renewal conversations are grounded in delivered value, measurable customer outcomes, and future business priorities.
• Establish visibility into renewal risk and ensure proactive action is taken well in advance of key customer milestones.
• Create consistent practices for identifying and surfacing expansion opportunities and Customer Success Qualified Leads.
• Partner cross-functionally to identify opportunities to deepen customer relationships and expand adoption of RapidScale capabilities.

Cross-Functional Leadership & Executive Engagement

• Serve as a senior Customer Success leader and partner across Sales, Delivery, Operations, Consulting, Support, Engineering, and other key functions.
• Drive cross-functional alignment and accountability to ensure a seamless customer experience and successful execution.
• Partner with functional leaders to resolve complex issues impacting customer outcomes, experience, or timelines.
• Build trusted relationships with senior and executive customer stakeholders.
• Lead and support executive business reviews, strategic customer discussions, and critical customer escalations.
• Represent the voice of the customer internally and identify recurring themes or systemic issues requiring organizational action.

Customer Success Operations & Strategy

• Drive consistent adoption of Customer Success playbooks, engagement models, processes, tools, and operating cadences.
• Establish and reinforce best practices across the Customer Success organization.
• Use customer health, retention, renewal, adoption, and expansion data to identify trends, risks, and opportunities across the portfolio.
• Translate customer and team insights into recommendations that improve processes, service delivery, and customer experience.
• Partner with Customer Success leadership to evolve the operating model as RapidScale continues to grow and serve increasingly complex enterprise customers.
• Identify opportunities to improve scalability, consistency, and effectiveness across the Customer Success organization.

Minimum Qualifications

• Bachelor's degree in a related discipline and 8 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 6 years' experience; a Ph.D. and 3 years' experience in a related field; or 12 years' experience in a related field.
• 3+ years' experience in a management or leadership role.
• Experience in Customer Success, Client Services, Account Management, Consulting, or a related customer-facing function within B2B technology or services environments.
• Demonstrated experience leading, coaching, and developing customer-facing teams.
• Proven ability to manage complex customer relationships, escalations, and competing priorities.
• Demonstrated ability to drive customer value realization, retention, and long-term relationship health.
• Strong executive communication, stakeholder management, and relationship-building skills.
• Demonstrated ability to lead and influence across highly matrixed, cross-functional organizations.

Preferred Qualifications

• Experience leading Customer Success teams within managed services, cloud, hybrid infrastructure, or similarly complex enterprise technology environments.
• Experience managing strategic or complex enterprise customer portfolios involving multiple technologies, services, stakeholders, and delivery teams.
• Experience driving customer retention, renewals, adoption, and expansion within complex enterprise accounts.
• Experience building or scaling Customer Success programs, playbooks, processes, or operating models.
• Familiarity with Customer Success metrics including GRR, NRR, customer health scoring, adoption, renewal forecasting, and expansion.
• Experience leading executive-level customer conversations, business reviews, and complex customer escalations.
• Experience using customer data and insights to identify trends, improve customer outcomes, and drive operational improvements.

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

The base pay for this position generally is between $70,900.00 and $182,900.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here

We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.