About this role
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Company
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 Objectives Ensure 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 Sales
Core Responsibilities
Business 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 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 alignmentPlatinum: Proactive value realization, adoption acceleration, expansion readinessGold: Structured onboarding, standardized engagement, outcome validationDefine segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation pathsEnsure playbooks are operationalized through tooling, enablement, and governance-not left as static documentsStandardize 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 OperationsConsulting and Professional ServicesSupport and Cloud EngineeringAdministrative and billing functionsEnsure seamless handoffs, clear accountability, and coordinated execution across teamsProactively resolve cross-functional friction impacting customer outcomes, timelines, or experience Retention, Renewal & Expansion Enablement Own renewal readiness in close partnership with Sales and Account ManagementEnsure early renewal conversations grounded in delivered value and outcomesEnable expansion by identifying unmet needs, adoption signals, and Customer Success Qualified Leads (CSQLs)Maintain clear role boundaries between Customer Success and commercial ownership while remaining tightly aligned Customer Experience & Executive Engagement Standardize proactive communication, progress updates, and transparency into risks or delaysElevate QBRs to focus on outcomes achieved, value delivered, and forward-looking roadmapsEnsure customers experience RapidScale as a coordinated, accountable enterprise partner Team Leadership & Capability Building Build, lead, and develop the Customer Success leadership team and CSM organizationEstablish performance standards, coaching rigor, and clear career progression paths aligned to customer tiersFoster a culture of ownership, accountability, and continuous improvement Metrics, Governance & Insights Own CS KPIs including: Gross Revenue Retention (GRR)Net Revenue Retention (NRR)Customer Success Qualified Leads (CSQLs)Customer health scoresTeam-level CS NPSImplement governance, operating cadence, and executive reporting to the CRO and RSLT
Experience & Qualifications BA/BS degree with 12+ years of relevant experience including: Customer Success, Client Services, Enterprise Account Leadership, or Consulting within B2B technology or services OR equivalent combination of education and experience (MS + 10 years of experience or P.D. + 7 years of experience or 16 years of experience with no degree)7+ years of experience in a leadership roleExcellent communication and interpersonal skills, with the ability to build relationships and influence key stakeholdersProven experience designing scalable Customer Success programs and playbooks, not just managing accountsStrong background in managed services, cloud, SaaS, or complex enterprise delivery environmentsDemonstrated ability to orchestrate cross-functional execution in matrixed organizationsExecutive presence with customers and senior internal leaders Leadership Attributes: Outcome-obsessed, enterprise-minded, and commercially astuteHigh EQ, low ego; trusted integrator across functionsStructured, decisive, and comfortable driving accountability at scaleData-driven with a bias toward execution and value realization 9M1718 2026-80915 2026
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