Note: The job is a remote job and is open to candidates in USA. Spectrum's RapidScale delivers secure managed and advisory services across private, public, and hybrid clouds. The Customer Success Manager IV owns customer outcomes and value realization for strategic enterprise customers, coordinating across internal teams to drive adoption, retention, renewal, and expansion. The role also leads executive customer engagements and contributes to the development of Customer Success programs and processes.
Responsibilities
- Own accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale solutions
- Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones
- Ensure delivery and operational activities remain aligned to outcomes, not just scope completion
- Lead customer conversations focused on value realization, adoption, and forward roadmap alignment
- Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases
- Proactively identify risks to retention and develop mitigation plans
- Ensure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readiness
- Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering
- Drive alignment across teams to ensure seamless customer experience and execution
- Resolve cross-functional issues impacting customer outcomes or timelines
- Partner closely with Sales and Account Management to support renewal strategy and execution
- Ensure renewal conversations are grounded in delivered value and measurable outcomes
- Identify opportunities for expansion and surface Customer Success Qualified Leads
- Lead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunities
- Maintain proactive communication and transparency with customers
- Strengthen customer relationships and advocacy
- Contribute to the development and refinement of Customer Success playbooks and engagement models
- Support standardization of best practices across customer segments
- Provide feedback to improve tools, processes, and operating cadence
Skills
- The role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future
- Bachelor's degree in a related discipline and 8 years of experience in a related field
- A master's degree with 6 years of experience
- A PhD with 3 years of experience
- 12 years of relevant professional experience
- Experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments
- Experience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environments
- Proven ability to manage customer relationships and drive value realization
- Strong communication and stakeholder management skills
- Experience working cross-functionally in matrixed organizations
- Owns highly complex or strategic enterprise customer relationships
- Acts as a senior quarterback across functions, influencing execution across teams
- Drives improvements to Customer Success programs and engagement models
- Mentors other Customer Success team members and elevates overall team capability
- Plays a key role in shaping how Customer Success scales across the organization
- Experience in managed services, cloud, or hybrid infrastructure environments
- Experience driving retention and expansion within enterprise accounts
- Familiarity with Customer Success metrics such as GRR, NRR, and customer health scoring
- Experience leading executive-level customer conversations
Benefits
- Remote work arrangement
- 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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