Senior Director, Customer Success (RapidScale)
Core
Own accountability for ensuring RapidScale delivers measurable business outcomes and value to enterprise customers, acting as the orchestrator across Sales, Delivery, Consulting, and Support to protect revenue durability and drive expansion.
Role type
Senior Director, Customer Success (Strategy & Orchestration)
Builds
Customer Success programs, playbooks by segment (Diamond/Platinum/Gold), and cross-functional orchestration models
Domain
B2B Technology Services, Cloud Managed Services, Cyber Resiliency
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Executive stakeholder management, Gross Revenue Retention (GRR) strategy, Customer Success program design, Cross-functional orchestration, Enterprise account leadership, Outcome-based success planning, Team leadership, Data-driven governance
Preferred skills
Experience in managed services, cloud, SaaS, or complex enterprise delivery environments, Ability to scale repeatable CS models
Technologies
N/A
Responsibilities
Design and evolve segment-specific Customer Success playbooks; Act as quarterback across Sales, Delivery, Consulting, and Support; Own renewal readiness and enable expansion via CSQLs; Lead executive-level value realization discussions; Build and develop the Customer Success leadership team; Own CS KPIs including GRR, NRR, and health scores
Seniority
Senior Director, Strategy & Mentorship