[Remote] Customer Success Manager (Senior III / Lead IV) (RapidScale)

Note: The job is a remote job and is open to candidates in USA. Cox Communications, Inc. is a leading provider of technology and managed services. The Customer Success Manager (Senior III / Lead IV) will be responsible for ensuring customer outcomes and value realization across a portfolio of enterprise customers while coordinating efforts across various teams to drive retention and long-term value.ResponsibilitiesOwn accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale solutionsDevelop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestonesEnsure delivery and operational activities remain aligned to outcomes, not just scope completionLead customer conversations focused on value realization, adoption, and forward roadmap alignmentManage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phasesProactively identify risks to retention and develop mitigation plansEnsure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readinessAct as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and EngineeringDrive alignment across teams to ensure seamless customer experience and executionResolve cross-functional issues impacting customer outcomes or timelinesPartner closely with Sales and Account Management to support renewal strategy and executionEnsure renewal conversations are grounded in delivered value and measurable outcomesIdentify opportunities for expansion and surface Customer Success Qualified LeadsLead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunitiesMaintain proactive communication and transparency with customersStrengthen customer relationships and advocacyContribute to the development and refinement of Customer Success playbooks and engagement modelsSupport standardization of best practices across customer segmentsProvide feedback to improve tools, processes, and operating cadenceSkillsBachelor's degree in a related discipline and 6 years of experience in a related fieldOr a master's degree with 4 years of experienceOr a PhD with 1 year of experienceOr 10 years of relevant professional experienceBachelor's degree in a related discipline and 8 years of experience in a related fieldOr a master's degree with 6 years of experienceOr a PhD with 3 years of experienceOr 12 years of relevant professional experienceExperience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environmentsExperience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environmentsProven ability to manage customer relationships and drive value realizationStrong communication and stakeholder management skillsExperience working cross-functionally in matrixed organizationsExperience in managed services, cloud, or hybrid infrastructure environmentsExperience driving retention and expansion within enterprise accountsFamiliarity with Customer Success metrics such as GRR, NRR, and customer health scoringExperience leading executive-level customer conversationsBenefitsThe 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 obligationsSeven paid holidays throughout the calendar yearUp to 160 hours of paid wellness annually for their own wellness or that of family membersEmployees 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 leaveHealth care insurance (medical, dental, vision)Retirement planning (401(k))Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)Company OverviewManheim continues to set the industry standard for buying and selling used vehicles today. It was founded in 2001, and is headquartered in Euless, Texas, US, with a workforce of 201-500 employees. Its website is http://www.manheim.com.