Senior Director, Customer Success - RapidScale

Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Sr Director, Client Performance Management

Management Level

Sr Director

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 25% of the time

Work Shift

Day

Compensation

Compensation includes a base salary 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 Description

Company

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help enterprises simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage.  As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.

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 Objectives

• Ensure customers realize measurable business outcomes and value from RapidScale solutions
• Improve Gross Revenue Retention (GRR) from ~78% toward 80–85%+ near term and 85–90%+ over time
• Reduce churn and downsell through proactive lifecycle management and expectation alignment
• Institutionalize a single accountable customer advocate and internal orchestration model
• Scale Customer Success through repeatable programs and playbooks by customer segment
• Enable expansion by surfacing Customer Success Qualified Leads (CSQLs) to Sales

Core Responsibilities

Business Outcomes & Value Realization (Primary Accountability)

• 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

Customer Success Strategy, Programs & Playbooks

• Design, develop, and continuously evolve Customer Success programs and playbooks by customer segment:
  • Diamond: Executive partnership, white-glove orchestration, strategic roadmap alignment
  • Platinum: Proactive value realization, adoption acceleration, expansion readiness
  • Gold: Structured onboarding, standardized engagement, outcome validation
• Define segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation paths
• Ensure playbooks are operationalized through tooling, enablement, and governance—not left as static documents
• Standardize best practices while preserving flexibility for complex enterprise environments

Quarterback & Cross-Functional Orchestration

• Act as the orchestrator / quarterback across all RapidScale functions involved in the customer lifecycle, including:
  • Sales (AEs and AMs)
  • Delivery and Operations
  • Consulting and Professional Services
  • Support and Cloud Engineering
  • Administrative and billing functi