Strategic Customer Success Manager for Cloud & Security

Spectrum; Kansas City (MO); Remote; USD 90,000 - 130,000; Full time

Job summary

Spectrum is seeking a Customer Success Manager III to manage a portfolio of B2B customers and drive value realization across RapidScale solutions. You will partner with Sales, Delivery, and Support to ensure adoption, retention, and growth while delivering an outstanding customer experience.

Ideal candidates are customer-focused, highly organized, and able to balance multiple priorities, building trusted relationships with customers and internal stakeholders.

Qualifications

• Bachelor's degree with 6+ years in customer success or related field, or equivalent mix.
• Experience managing customer relationships in a B2B tech or services environment.
• Strong communication, relationship management, and problem-solving skills.
• Ability to collaborate across cross-functional teams in a matrixed organization.
• Experience using CRM and CS platforms.

Responsibilities

• Manage a portfolio of assigned customers, serving as their primary Customer Success contact.
• Develop and maintain Customer Success Plans aligned to customer objectives and outcomes.
• Monitor adoption, utilization, and health to identify opportunities and risks.
• Partner with customers to maximize the value of RapidScale solutions throughout their lifecycle.
• Escalate customer concerns while coordinating internal resources for timely resolution.
• Guide customers through onboarding, adoption, and renewal readiness activities.
• Conduct regular customer touchpoints and business reviews to stay aligned with goals.
• Maintain accurate account documentation, engagement plans, and success metrics.
• Identify risks to satisfaction and retention with mitigation plans.
• Collaborate with Sales, Delivery, Operations, Consulting, Engineering, and Support.
• Support renewal activities and identify opportunities with Sales partners.
• Build trusted relationships through consistent communication and responsiveness.
• Lead QBRs and customer meetings as appropriate.
• Promote available resources, services, and best practices to maximize success.
• Follow CS methodologies and contribute to continuous improvement.

Skills

Customer Success

Account Management

Communication

Relationship Management

Problem Solving

Cross-functional Collaboration

CRM Experience

Education

Bachelor's degree in related field

Tools

CRM systems

Job description

Spectrum is seeking a Customer Success Manager III to manage a portfolio of B2B customers and drive value realization across RapidScale solutions. You will partner with Sales, Delivery, and Support to ensure adoption, retention, and growth while delivering an outstanding customer experience.

Ideal candidates are customer-focused, highly organized, and able to balance multiple priorities, building trusted relationships with customers and internal stakeholders.