Note: The job is a remote job and is open to candidates in USA. Spectrum's RapidScale delivers secure, reliable managed and advisory services across private, public, and hybrid clouds. The Customer Success Manager III manages a portfolio of customers, drives adoption and measurable business outcomes, supports retention and growth, and coordinates cross-functional teams to deliver an exceptional customer experience.
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
- This 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
Benefits
- Certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
- Opportunities for employment and advancement to all team members.
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