Strategic Enterprise CSM — Value Realization

Spectrum; Philadelphia (Philadelphia County); Remote; USD 120,000 - 180,000; Full time

Job summary

Spectrum, a leading communications provider, is seeking a Senior Customer Success Manager IV to own outcomes and value realization for a portfolio of enterprise customers, collaborating across Sales, Delivery, Operations, Consulting, and Support to ensure the partnership delivers measurable business impact.

You will drive retention, adoption, and expansion by guiding value-focused conversations, developing outcome-based success plans, and coordinating cross-functional teams to align delivery

Qualifications

• Bachelor’s degree in a related discipline and 8 years of experience
• Or a master’s degree with 6 years of experience
• Or a PhD with 3 years of experience
• Or 12 years of relevant professional experience

Responsibilities

• Own accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale solutions
• Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones
• Ensure delivery and operational activities remain aligned to outcomes, not just scope completion
• Lead customer conversations focused on value realization, adoption, and forward roadmap alignment
• Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases
• Proactively identify risks to retention and develop mitigation plans
• Ensure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readiness
• Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering
• Drive alignment across teams to ensure seamless customer experience and execution
• Resolve cross-functional issues impacting customer outcomes or timelines
• Partner closely with Sales and Account Management to support renewal strategy and execution
• Ensure renewal conversations are grounded in delivered value and measurable outcomes
• Identify opportunities for expansion and surface Customer Success Qualified Leads
• Lead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunities
• Maintain proactive communication and transparency with customers
• Strengthen customer relationships and advocacy
• Contribute to the development and refinement of Customer Success playbooks and engagement models
• Support standardization of best practices across customer segments
• Provide feedback to improve tools, processes, and operating cadence

Skills

Customer Success

Account Management

Cross-Functional Leadership

Communication

Stakeholder Management

Enterprise Clients

Education

Bachelor’s degree

Master’s degree

PhD

Job description

Spectrum, a leading communications provider, is seeking a Senior Customer Success Manager IV to own outcomes and value realization for a portfolio of enterprise customers, collaborating across Sales, Delivery, Operations, Consulting, and Support to ensure the partnership delivers measurable business impact.

You will drive retention, adoption, and expansion by guiding value-focused conversations, developing outcome-based success plans, and coordinating cross-functional teams to align delivery