Customer Success Manager II (RapidScale)

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid cloud environments, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google Cloud, our solutions are built around business outcomes, cyber resilience, and operational excellence-backed by the strength of the Cox family of companies.

RapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on ensuring customers realize measurable business outcomes, improving customer retention, and supporting long-term growth.

The Customer Success Manager II is responsible for managing a portfolio of customers and helping them achieve successful adoption of RapidScale solutions while delivering an exceptional customer experience. This role partners closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to ensure customers receive consistent service, realize ongoing value from their investments, and are well positioned for long-term success.

The ideal candidate is customer-focused, highly organized, and collaborative, with the ability to manage multiple priorities while building trusted relationships with both customers and internal stakeholders.

- Manage a portfolio of assigned customers, serving as their primary Customer Success contact. - Develop and maintain Customer Success Plans aligned to customer business objectives and desired outcomes. - Monitor customer adoption, utilization, and overall health to proactively identify opportunities and potential risks. - Partner with customers to help maximize the value of RapidScale solutions throughout their lifecycle. - Escalate customer concerns appropriately while coordinating internal resources to drive timely resolution.

- Guide customers through onboarding, adoption, ongoing engagement, and renewal readiness activities. - Conduct regular customer touchpoints and business reviews to ensure continued alignment with customer goals. - Maintain accurate customer account documentation, engagement plans, and success metrics. - Identify potential risks to customer satisfaction and retention while developing appropriate mitigation plans.

- Partner closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless customer experience. - Coordinate internal resources to ensure customer needs are addressed efficiently. - Facilitate communication between customers and internal teams throughout the customer lifecycle. - Escalate customer issues and risks as appropriate while helping drive resolution.

- Support renewal activities by demonstrating customer value and business outcomes. - Identify opportunities for additional solutions or services and communicate them to the appropriate Sales partners. - Contribute to customer retention efforts through proactive engagement and relationship management.

- Build trusted relationships through consistent communication and responsiveness. - Conduct Quarterly Business Reviews (QBRs) or other customer meetings appropriate to the customer's engagement model. - Ensure customers understand available resources, services, and best practices to maximize success. - Promote a positive customer experience through proactive engagement and follow-through.

- Follow established Customer Success methodologies, playbooks, and operational processes. - Provide feedback to leadership on opportunities to improve customer experience, tools, and operational processes. - Participate in team initiatives, training, and continuous improvement efforts.

Bachelor's degree in a related discipline and 4 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field.

- Experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting within a B2B technology or services environment. - Experience managing customer relationships and supporting customer adoption, retention, and satisfaction. - Strong communication, relationship management, and problem-solving skills. - Ability to collaborate effectively across cross-functional teams in a matrixed organization. - Strong organizational skills with the ability to manage multiple customers and priorities simultaneously. - Experience using CRM and Customer Success platforms to manage customer engagement activities.

- Experience supporting customers in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure environments. - Familiarity with Customer Success metrics such as customer health, adoption, retention, and renewal readiness. - Experience facilitating customer business reviews and presenting customer performance metrics. - Working knowledge of cloud technologies including AWS, Azure, Google Cloud, VMware, or related technologies. - Experience identifying customer growth opportunities and partnering with Sales to support expansion.

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; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

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.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. 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.

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.