[Remote] Customer Success Manager Manager (RapidScale) (Remote)

Note: The job is a remote job and is open to candidates in USA. RapidScale, part of Spectrum, is hiring a Customer Success Manager III to manage a portfolio of customers and help them adopt RapidScale solutions and achieve measurable business outcomes. The role coordinates with cross-functional teams to deliver a consistent customer experience, support retention and renewals, and identify opportunities for long-term growth.

Responsibilities

• 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

Skills

• The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and up to 2 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
• The role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future
• 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

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