Customer Success Manager III & Lead (RapidScale)

Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Client Performance Manager IV

Management Level

Manager - Non People Leader

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

Yes, 25% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $90,100.00 - $150,100.00. 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

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike 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.

We are seeking enthusiastic Customer Success Managers (CSM III and CSM IV) to join our team! These roles are ideal for professionals with a background in customer success, account management, or service delivery who want to make a significant impact in building long-term customer relationships.

As a CSM, you’ll partner with customers to ensure they achieve value from RapidScale’s cloud solutions, serve as a trusted advisor, and collaborate across teams to deliver a seamless customer experience.

Key Responsibilities

• Lead onboarding of new customers, ensuring a smooth and impactful introduction to RapidScale services

• Serve as a primary point of contact for customer inquiries, resolving issues or coordinating with internal teams as needed

• Track and report service performance metrics, driving improvements in customer advocacy and satisfaction

• Maintain accurate customer records, documenting interactions and key milestones

• Provide guidance to customers on how to maximize the value of RapidScale’s cloud solutions

• Act as a customer champion, ensuring service delivery aligns with expectations and contractual commitments

• Collaborate with Sales, Product, and Support teams to improve processes and enhance the overall customer experience

Qualifications

Customer Success Manager III

• Bachelor’s degree in a related discipline and 4 years’ experience in a related field (i.e., customer service or account management).

• Alternate combinations accepted: Master’s degree + 2 years’ experience; or 8 years’ experience in a related field.

• Basic understanding of cloud computing and managed services

• Ability to manage multiple customer interactions and prioritize tasks effectively

Lead Customer Success Manager

• Bachelor’s degree in a related discipline and 6 years’ experience in a related field.

• Alternate combinations accepted: Master’s degree + 4 years’ experience; Ph.D. + 1 year; or 10 years’ experience in a related field.

• Demonstrated expertise in customer success/account management within cloud or managed services

• Strong track record of advising enterprise customers, handling escalations, and driving measurable business outcomes

Preferred for Both Levels

• Experience with CRM and ticketing systems such as Salesforce and ServiceNow

• Bachelor’s degree in Business, Communications, or IT

• Familiarity with cloud service delivery models and customer lifecycle management

Benefits

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.

About Us

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 unl