Full Time Customer Success Manager IV (RapidScale) (Remote) RapidScale Tampa, FL VIEW JOB

Charter Communications · Tampa

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes, with embedded cyber resiliency and AI to protect today and enable tomorrow, all backed by the scale and strength of Spectrum.

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.

PRIMARY 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

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Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you’ll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

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