Customer Success Manager – Senior III / Lead IV

Cox Enterprises

Customer Success Manager at RapidScale ensuring enterprise customers realize value and outcomes. Collaborating across sales, operations, and support to drive retention and expansion.

Posted 5/5/2026full-timeRaleigh • North Carolina • 🇺🇸 United StatesSenior💰 $92,300 - $153,900 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Senior Level III Bachelor’s degree in a related discipline and 6 years of experience in a related field
Or a master’s degree with 4 years of experience
Or a PhD with 1 year of experience
Or 10 years of relevant professional experience
Lead Level IV 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
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

Benefits

Comp & perks

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations
seven paid holidays throughout the calendar year
up to 160 hours of paid wellness annually for their own wellness or that of family members.
paid time off in the form of bereavement leave
time off to vote
jury duty leave
volunteer time off
military leave
parental leave
health care insurance (medical, dental, vision)
retirement planning (401(k))

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementClient ServicesConsultingValue RealizationKPI ManagementRisk MitigationOnboardingRenewal StrategySaaS

Soft Skills

CommunicationStakeholder ManagementCross-functional CollaborationRelationship BuildingProblem SolvingLeadershipOrganizational SkillsProactive CommunicationCustomer AdvocacyStrategic Thinking

Certifications

Bachelor's DegreeMaster's DegreePhD