Senior Director, Customer Success - RapidScale
Cox Enterprises Inc, Raleigh, North Carolina, United States, 27601
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.* 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* 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* 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* 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 realizationCox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges.
Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe.
From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference.
Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons. #J-18808-Ljbffr
+ 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* 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* 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* 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 realizationCox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges.
Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe.
From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference.
Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons. #J-18808-Ljbffr