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About the Role

RapidScale is establishing Customer Success as a core revenue-adjacent capability designed to ensure delivery of contracted business outcomes and measurable business value, improve customer advocacy, drive gross revenue retention, and enable expansion. The Senior Director, Customer Success is accountable for owning customer outcomes and value realization, while acting as the orchestrator / quarterback across the entire RapidScale ecosystem.

Responsibilities

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.
Design, develop, and continuously evolve Customer Success programs and playbooks by customer segment.
Define segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation paths.
Ensure playbooks are operationalized through tooling, enablement, and governance.
Standardize best practices while preserving flexibility for complex enterprise environments.
Act as the orchestrator / quarterback across all RapidScale functions involved in the customer lifecycle.
Ensure seamless handoffs, clear accountability, and coordinated execution across teams.
Proactively resolve cross-functional friction impacting customer outcomes, timelines, or experience.
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.
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.
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.
Own CS KPIs including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Customer Success Qualified Leads (CSQLs), Customer health scores, and Team-level CS NPS.
Implement governance, operating cadence, and executive reporting to the CRO and RSLT.

Requirements

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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
In California and Washington, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.

Skills

Customer Success
Client Services
Enterprise Account Leadership
Consulting
Managed services
Cloud
SaaS
Complex enterprise delivery
Communication
Interpersonal skills
Relationship building
Stakeholder influence
Cross-functional orchestration
Executive presence
Data-driven analysis
Execution focus
Value realization

Location

Hybrid

Work Type

Hybrid
Day Shift

Experience Level

Sr Director
12+ years of relevant experience
7+ years of leadership experience

Education Level

BA/BS degree
MS degree
P.D.

Salary/Compensations

$148,500.00 - $247,500.00

Benefits

Flexible vacation with pay
Seven paid holidays
Up to 160 hours of paid wellness annually
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))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

About the Company

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 backed by the strength of the Cox family of companies.
Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers.
From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected.

Equal Opportunity

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
EOE, including disability/vets