Senior Manager, Enterprise Customer Success

Spectrum; San Diego (CA); Remote; USD 71,000 - 183,000; Full time

Job summary

Spectrum, through its RapidScale division, is seeking a Senior Manager of Customer Success to lead a team handling strategic, enterprise-scale customer relationships across cloud, managed services, and hybrid environments.

You will drive outcomes-based value realization, retention, and expansion, coordinating across Sales, Delivery, and Engineering to deliver measurable business impact for diverse clients across the U.S.

Qualifications

• Bachelor's degree in a related discipline with 8 years’ experience.
• 3+ years’ experience in a management or leadership role.
• Experience in Customer Success, Client Services, Account Management, Consulting, or related B2B technology/services environments.
• Demonstrated experience leading, coaching, and developing customer-facing teams.
• Proven ability to manage complex customer relationships, escalations, and competing priorities.
• Strong executive communication, stakeholder management, and relationship-building skills.
• Demonstrated ability to lead and influence across highly matrixed, cross-functional organizations.

Responsibilities

• 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 scales.
• 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 CS Managers in connecting delivery, operational performance, and technology investments to customer 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.
• Provide leadership and oversight across a portfolio of strategic and complex enterprise customers throughout onboarding, adoption, renewal, and expansion.
• Lead and develop CS 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.
• Drive CS strategies that support customer retention, renewal, and long-term growth.
• Partner with Sales and Account Management leadership to support renewal strategy and execution.
• Ensure renewal conversations are grounded in delivered value, measurable outcomes, and future business priorities.
• Establish visibility into renewal risk and take action well before milestones.
• Create consistent practices for identifying expansion opportunities and CS Qualified Leads.
• Partner cross-functionally to deepen customer relationships and expand adoption of RapidScale capabilities.
• Serve as a senior CS leader and partner across Sales, Delivery, Operations, Consulting, Support, Engineering, and other functions.
• Drive cross-functional alignment for seamless customer experience and execution.
• Lead executive-level customer conversations, business reviews, and critical escalations.

Skills

Executive communication

Stakeholder management

Leadership

Customer Success

Cross-functional collaboration

Education

Bachelor's degree

Job description

Spectrum, through its RapidScale division, is seeking a Senior Manager of Customer Success to lead a team handling strategic, enterprise-scale customer relationships across cloud, managed services, and hybrid environments.

You will drive outcomes-based value realization, retention, and expansion, coordinating across Sales, Delivery, and Engineering to deliver measurable business impact for diverse clients across the U.S.