Cox Enterprises · 6 hours ago
Senior Director, Customer Success - RapidScale
Raleigh NC
Full-time
Hybrid
Director/Executive
$148K/yr - $248K/yr
12+ years expCox Enterprises, through its RapidScale division, is a leader in secure managed cloud solutions. The Senior Director of Customer Success is responsible for ensuring customer outcomes and value realization while orchestrating cross-functional teams to enhance customer advocacy and revenue retention.
AdvertisingBroadcastingDigital MediaTelecommunications
No H1B
Responsibilities
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
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
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
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
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
Qualification
Required
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
Benefits
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
Up to 160 hours of paid wellness annually for their own wellness or that of family members
Bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
Company
Cox Enterprises
Cox Enterprises is a communications, media, and automotive services company.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$1.7M2014-12-15Grant· $1.7M
Leadership Team
Alexander Taylor
Chairman and Chief Executive Officer
Patrick O'Boyle
Senior Vice President of Corporate Development
Recent News
2026-01-07
Dayton Daily News
2025-12-11
Company data provided by crunchbase