Strategic Cloud Customer Success Manager

Spectrum; Hoboken (NJ); Remote; USD 71,000 - 183,000; Full time

Job summary

Spectrum is seeking a Customer Success Manager III to lead a portfolio of strategic customers, ensuring successful adoption and continued value realization of Spectrum services. You will collaborate with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a superior client experience and to identify growth opportunities.

The role emphasizes proactive health monitoring, regular business reviews, and detailed engagement planning to mitigate risks and secure renewals, while

Qualifications

• Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and up to 2 year of experience; or 8 years' experience in a related field.
• Experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting within a B2B technology or services environment.
• Experience managing customer relationships and supporting customer adoption, retention, and satisfaction.
• Strong communication, relationship management, and problem-solving skills.
• Ability to collaborate effectively across cross-functional teams in a matrixed organization.
• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously.
• Experience using CRM and Customer Success platforms to manage customer engagement activities.

Responsibilities

• Manage a portfolio of assigned customers, serving as their primary Customer Success contact.
• Develop and maintain Customer Success Plans aligned to customer business objectives and desired outcomes.
• Monitor customer adoption, utilization, and overall health to proactively identify opportunities and potential risks.
• Partner with customers to help maximize the value of RapidScale solutions throughout their lifecycle.
• Escalate customer concerns appropriately while coordinating internal resources to drive timely resolution.
• Guide customers through onboarding, adoption, ongoing engagement, and renewal readiness activities.
• Conduct regular customer touchpoints and business reviews to ensure continued alignment with customer goals.
• Maintain accurate customer account documentation, engagement plans, and success metrics.
• Identify potential risks to customer satisfaction and retention while developing appropriate mitigation plans.
• Partner closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless customer experience.
• Coordinate internal resources to ensure customer needs are addressed efficiently.
• Facilitate communication between customers and internal teams throughout the customer lifecycle.
• Escalate customer issues and risks as appropriate while helping drive resolution.
• Support renewal activities by demonstrating customer value and business outcomes.
• Identify opportunities for additional solutions or services and communicate them to the appropriate Sales partners.
• Contribute to customer retention efforts through proactive engagement and relationship management.
• Build trusted relationships through consistent communication and responsiveness.
• Conduct Quarterly Business Reviews (QBRs) or other customer meetings appropriate to the customer's engagement model.
• Ensure customers understand available resources, services, and best practices to maximize success.
• Promote a positive customer experience through proactive engagement and follow-through.
• Follow established Customer Success methodologies, playbooks, and operational processes.
• Provide feedback to leadership on opportunities to improve customer experience, tools, and operational processes.
• Participate in team initiatives, training, and continuous improvement efforts.

Skills

Customer Success

Client Services

Account Management

Customer Experience

Consulting

Cross-functional Collaboration

Education

Bachelor's degree in a related discipline

Tools

CRM platforms

Job description

Spectrum is seeking a Customer Success Manager III to lead a portfolio of strategic customers, ensuring successful adoption and continued value realization of Spectrum services. You will collaborate with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a superior client experience and to identify growth opportunities.

The role emphasizes proactive health monitoring, regular business reviews, and detailed engagement planning to mitigate risks and secure renewals, while