Customer Success Manager II/III (RapidScale)

Cox Communications, Inc. is seeking a Customer Success Manager II/III to join their RapidScale team. This role is responsible for managing a portfolio of customers to ensure they achieve measurable business outcomes and drive long-term retention and growth through collaboration with cross-functional teams.

Responsibilities:

• Manage a portfolio of assigned customers and serve as the primary Customer Success contact
• Develop and maintain Customer Success Plans aligned to customer business objectives and desired outcomes
• Monitor customer adoption, utilization, health, and business outcomes while proactively identifying risks and opportunities
• Guide customers through onboarding, adoption, ongoing engagement, renewal readiness, and expansion opportunities
• Conduct Quarterly Business Reviews (QBRs) and executive customer meetings appropriate to the engagement model
• Partner with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless customer experience
• Coordinate internal resources to resolve customer issues and drive successful outcomes
• Support renewal activities by demonstrating customer value and identifying growth opportunities
• Maintain customer documentation, engagement plans, and success metrics using CRM and Customer Success platforms
• Contribute to Customer Success playbooks, operational improvements, and best practices

Requirements:

• Bachelor's degree in a related discipline and 4 years' experience in a related field for Customer Success Manager II
• Bachelor's degree in a related discipline and 6 years' experience in a related field for Customer Success Manager III
• The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field for Customer Success Manager II
• 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 1 year of experience; or 10 years' experience in a related field for Customer Success Manager III
• 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
• Experience using CRM and Customer Success platforms to manage customer engagement activities
• Experience supporting customers in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure environments
• Familiarity with Customer Success metrics such as customer health, adoption, retention, GRR, NRR, and renewal readiness
• Experience facilitating executive business reviews and presenting customer performance metrics
• Working knowledge of AWS, Azure, Google Cloud, VMware, or related technologies