[Hiring] Senior Manager, Customer Success @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 Senior Manager, Customer Success is responsible for leading a team of Customer Success professionals and driving customer outcomes, value realization, retention, and growth across a portfolio of strategic and complex enterprise customers.

This role requires a leader who understands the complexity of delivering and supporting technology solutions in a managed services, cloud, hybrid infrastructure, or similarly complex enterprise technology environment. RapidScale customers often rely on multiple interconnected technologies and services, requiring Customer Success to coordinate across technical delivery, operations, support, consulting, engineering, and commercial teams to drive successful outcomes.

The ideal candidate has experience leading Customer Success teams supporting complex enterprise customers and technology environments where the customer relationship extends beyond a traditional software or SaaS engagement. This leader must be comfortable navigating sophisticated customer environments, multiple technical and executive stakeholders, service delivery dependencies, escalations, and long-term customer transformation initiatives.

Qualifications

• Bachelor’s degree in a related discipline and 8 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 6 years’ experience; a Ph.D. and 3 years’ experience in a related field; or 12 years’ experience in a related field.
• 3+ years’ experience in a management or leadership role.
• Experience in Customer Success, Client Services, Account Management, Consulting, or a related customer-facing function within B2B technology or services environments.
• Demonstrated experience leading, coaching, and developing customer-facing teams.
• Proven ability to manage complex customer relationships, escalations, and competing priorities.
• Demonstrated ability to drive customer value realization, retention, and long-term relationship health.
• Strong executive communication, stakeholder management, and relationship-building skills.
• Demonstrated ability to lead and influence across highly matrixed, cross-functional organizations.

Requirements

• Experience leading Customer Success teams within managed services, cloud, hybrid infrastructure, or similarly complex enterprise technology environments.
• Experience managing strategic or complex enterprise customer portfolios involving multiple technologies, services, stakeholders, and delivery teams.
• Experience driving customer retention, renewals, adoption, and expansion within complex enterprise accounts.
• Experience building or scaling Customer Success programs, playbooks, processes, or operating models.
• Familiarity with Customer Success metrics including GRR, NRR, customer health scoring, adoption, renewal forecasting, and expansion.
• Experience leading executive-level customer conversations, business reviews, and complex customer escalations.
• Experience using customer data and insights to identify trends, improve customer outcomes, and drive operational improvements.

Company Description