Senior Director, Customer Success (RapidScale)

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 solutions

Improve Gross Revenue Retention (GRR) from ~78% toward 80-85%+ near term and 85-90%+ over time

Reduce churn and downsell through proactive lifecycle management and expectation alignment

Institutionalize a single accountable customer advocate and internal orchestration model

Scale Customer Success through repeatable programs and playbooks by customer segment

Enable 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 customers

Ensure every Gold+ customer has a clearly defined Outcome-Based Success Plan (OBSP) tied to customer objectives, KPIs, and value realization milestones

Validate that delivery, consulting, and operational activities remain aligned to outcomes-not just scope completion

Lead 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 alignment

Platinum: Proactive value realization, adoption acceleration, expansion readiness

Gold: Structured onboarding, standardized engagement, outcome validation

Define segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation paths

Ensure playbooks are operationalized through tooling, enablement, and governance-not left as static documents

Standardize 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 Operations

Consulting and Professional Services

Support and Cloud Engineering

Administrative and billing functions

Ensure seamless handoffs, clear accountability, and coordinated execution across teams

Proactively resolve cross-functional friction impacting customer outcomes, timelines, or experience

Retention, Renewal & Expansion Enablement

Own renewal readiness in close partnership with Sales and Account Management

Ensure early renewal conversations grounded in delivered value and outcomes

Enable 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 delays

Elevate QBRs to focus on outcomes achieved, value delivered, and forward-looking roadmaps

Ensure customers experience RapidScale as a coordinated, accountable enterprise partner

Team Leadership & Capability Building

Build, lead, and develop the Customer Success leadership team and CSM organization

Establish performance standards, coaching rigor, and clear career progression paths aligned to customer tiers

Foster 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 scores

Team-level CS NPS

Implement 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 role

Excellent communication and interpersonal skills, with the ability to build relationships and influence key stakeholders

Proven experience designing scalable Customer Success programs and playbooks, not just managing accounts

Strong background in managed services, cloud, SaaS, or complex enterprise delivery environments

Demonstrated ability to orchestrate cross-functional execution in matrixed organizations

Executive presence with customers and senior internal leaders

Leadership Attributes:

Outcome-obsessed, enterprise-minded, and commercially astute

High EQ, low ego; trusted integrator across functions

Structured, decisive, and comfortable driving accountability at scale

Data-driven with a bias toward execution and value realization

USD 148,500.00 - 247,500.00 per year

Compensation:

Compensation includes a base salary in the range of $148,500.00 - $247,500.00. 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.

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

Application Deadline: 08/09/2026

EOE, including disability/vets