[Hiring] Customer Success Manager IV @Charter Communications

Role Description

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 Customer Success Manager IV is responsible for owning customer outcomes and value realization across a portfolio of enterprise customers, while acting as a quarterback across Sales, Delivery, Operations, Consulting, and Support. This role ensures customers experience RapidScale as one accountable partner, driving retention, adoption, and long-term value.

Responsibilities

• Customer Outcomes and Value Realization
  • 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.
• Customer Lifecycle Management
  • 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.
• Cross-Functional Orchestration
  • 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.
• Retention, Renewal and Expansion Support
  • 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.
• Customer Experience and Engagement
  • 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.
• Program and Process Contribution
  • 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.

Qualifications

• Minimum Requirements
  • Bachelor’s degree in a related discipline and 8 years of experience in a related field.
  • 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.
• Core Experience
  • Experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments.
  • Experience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environments.
  • Proven ability to manage customer relationships and drive value realization.
  • Strong communication and stakeholder management skills.
  • Experience working cross-functionally in matrixed organizations.
  • Owns highly complex or strategic enterprise customer relationships.
  • Acts as a senior quarterback across functions, influencing execution across teams.
  • Drives improvements to Customer Success programs and engagement models.
  • Mentors other Customer Success team members and elevates overall team capability.
  • Plays a key role in shaping how Customer Success scales across the organization.
• Preferred Qualifications:
  • Experience in managed services, cloud, or hybrid infrastructure environments.
  • Experience driving retention and expansion within enterprise accounts.
  • Familiarity with Customer Success metrics such as GRR, NRR, and customer health scoring.
  • Experience leading executive-level customer conversations.