[Hiring] Senior Director, Customer Success @Charter Communications

Role Description

The Senior Director, Customer Success is accountable for owning customer outcomes and value realization, while acting as the orchestrator across the entire RapidScale ecosystem—Sales (AEs/AMs), Delivery, Operations, Consulting, Support, and administrative billing. This role builds the system that ensures customers consistently experience RapidScale as one accountable partner, not a collection of teams. By owning outcomes, building segment-specific playbooks, and acting as RapidScale’s internal quarterback, the Senior Director of Customer Success ensures customer success is repeatable, scalable, and growth-generating.

Strategic Objectives

• Ensure customers realize measurable business outcomes and value from RapidScale solutions
• Improve Gross Revenue Retention (GRR) from ~78% toward 80–85%+ near term and 85–90%+ over time
• Reduce churn and downsell through proactive lifecycle management and expectation alignment
• Institutionalize a single accountable customer advocate and internal orchestration model
• Scale Customer Success through repeatable programs and playbooks by customer segment
• Enable expansion by surfacing Customer Success Qualified Leads (CSQLs) to Sales

Responsibilities

• Business Outcomes & Value Realization (Primary Accountability)
  • Own accountability for ensuring RapidScale delivers the business outcomes and business value committed to customers
  • Ensure every Gold+ customer has a clearly defined Outcome-Based Success Plan (OBSP) tied to customer objectives, KPIs, and value realization milestones
  • Validate that delivery, consulting, and operational activities remain aligned to outcomes—not just scope completion
  • Lead executive-level value realization discussions with customer stakeholders
• Customer Success Strategy, Programs & Playbooks
  • Design, develop, and continuously evolve Customer Success programs and playbooks by customer segment:
  • Diamond: Executive partnership, white-glove orchestration, strategic roadmap alignment
  • Platinum: Proactive value realization, adoption acceleration, expansion readiness
  • Gold: Structured onboarding, standardized engagement, outcome validation
  • Define segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation paths
  • Ensure playbooks are operationalized through tooling, enablement, and governance—not left as static documents
  • Standardize best practices while preserving flexibility for complex enterprise environments
• Quarterback & Cross-Functional Orchestration
  • Act as the orchestrator across all RapidScale functions involved in the customer lifecycle, including:
  • Sales (AEs and AMs)
  • Delivery and Operations
  • Consulting and Professional Services
  • Support and Cloud Engineering
  • Administrative and billing functions
  • Ensure seamless handoffs, clear accountability, and coordinated execution across teams
  • Proactively resolve cross-functional friction impacting customer outcomes, timelines, or experience
• Retention, Renewal & Expansion Enablement
  • Own renewal readiness in close partnership with Sales and Account Management
  • Ensure early renewal conversations grounded in delivered value and outcomes
  • Enable expansion by identifying unmet needs, adoption signals, and Customer Success Qualified Leads (CSQLs)
  • Maintain clear role boundaries between Customer Success and commercial ownership while remaining tightly aligned
• Customer Experience & Executive Engagement
  • Standardize proactive communication, progress updates, and transparency into risks or delays
  • Elevate QBRs to focus on outcomes achieved, value delivered, and forward-looking roadmaps
  • Ensure customers experience RapidScale as a coordinated, accountable enterprise partner
• Team Leadership & Capability Building
  • Build, lead, and develop the Customer Success leadership team and CSM organization
  • Establish performance standards, coaching rigor, and clear career progression paths aligned to customer tiers
  • Foster a culture of ownership, accountability, and continuous improvement
• Metrics, Governance & Insights
  • Own CS KPIs including:
  • Gross Revenue Retention (GRR)
  • Net Revenue Retention (NRR)
  • Customer Success Qualified Leads (CSQLs)
  • Customer health scores
  • Team-level CS NPS
  • Implement governance, operating cadence, and executive reporting to the CRO and RSLT

Qualifications

• BA/BS degree with 12+ years of relevant experience including: Customer Success, Client Services, Enterprise Account Leadership, or Consulting within B2B technology or services OR equivalent combination of education and experience (MS + 10 years of experience or P.D. + 7 years of experience or 16 years of experience with no degree)
• 7+ years of experience in a leadership role
• Excellent communication and interpersonal skills, with the ability to build relationships and influence key stakeholders
• Proven experience designing scalable Customer Success programs and playbooks, not just managing accounts
• Strong background in managed services, cloud, SaaS, or complex enterprise delivery environments
• Demonstrated ability to orchestrate cross-functional execution in matrixed organizations
• Executive presence with customers and senior internal leaders

Leadership Attributes

• Outcome-obsessed, enterprise-minded, and commercially astute
• High EQ, low ego; trusted integrator across functions
• Structured, decisive, and comfortable driving accountability at scale
• Data-driven with a bias toward execution and value realization