Senior Director, Customer Success (RapidScale)

Skip to main contentEnglishSign InSenior Director, Customer Success (RapidScale) page is loadedSenior Director, Customer Success (RapidScale)ApplylocationsRaleigh NCHartford CTAustin TXNew York NYSt Louis MOView All 29 Locationstime typeFull timeposted onPosted Yesterdaytime left to applyEnd Date: August 10, 2026 (17 days left to apply)job requisition idR202680282CompanyCox Communications, Inc.Job Family GroupCustomer Care GroupJob ProfileSr Director, Client Performance ManagementManagement LevelSr DirectorFlexible Work Option Hybrid - Ability to work remotely part of the weekTravel %Yes, 25% of the timeWork ShiftDayCompensationCompensation includes a base salary in the range of $148,500.00 - $247,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.Job DescriptionCompany 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. Overview 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—Sales (AEs/AMs), Delivery, Operations, Consulting, Support, and administrative billing.This role builds the system that ensures customers consistently experience RapidScale as one accountable partner, not a collection of teams.  This role directly protects revenue durability, customer lifetime value, and enterprise credibility. By owning outcomes, building segment-specific playbooks, and acting as RapidScale’s internal quarterback, the Senior Director of Customer Success ensures customer success is repeatable, scalable, and growth-generating.Strategic ObjectivesEnsure customers realize measurable business outcomes and value from RapidScale solutionsImprove Gross Revenue Retention (GRR) from ~78% toward 80–85%+ near term and 85–90%+ over timeReduce churn and downsell through proactive lifecycle management and expectation alignmentInstitutionalize a single accountable customer advocate and internal orchestration modelScale Customer Success through repeatable programs and playbooks by customer segmentEnable expansion by surfacing Customer Success Qualified Leads (CSQLs) to SalesCore ResponsibilitiesBusiness Outcomes & Value Realization (Primary Accountability)Own accountability for ensuring RapidScale delivers the business outcomes and business value committed to customersEnsure every Gold+ customer has a clearly defined Outcome-Based Success Plan (OBSP) tied to customer objectives, KPIs, and value realization milestonesValidate that delivery, consulting, and operational activities remain aligned to outcomes—not just scope completionLead executive-level value realization discussions with customer stakeholdersCustomer Success Strategy, Programs & PlaybooksDesign, develop, and continuously evolve Customer Success programs and playbooks by customer segment:Diamond: Executive partnership, white-glove orchestration, strategic roadmap alignmentPlatinum: Proactive value realization, adoption acceleration, expansion readinessGold: Structured onboarding, standardized engagement, outcome validationDefine segment-specific...