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Senior Director, Customer Success (RapidScale) (Remote)

Job Summary

Company

Overview

RapidScale is establishing Customer Success as a core revenue-adjacent capability designed to ensure delivery of contracted business outcomes and measurable business value, improve customer advocacy, drive gross revenue retention, and enable expansion.

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.

This role builds the system that ensures customers consistently experience RapidScale as one accountable partner, not a collection of teams. This role directly protects revenue durability, customer lifetime value, and enterprise credibility. By owning outcomes, building segment-specific playbooks, and acting as RapidScale’s internal quarterback, the Senior Director of Customer Success ensures customer success is repeatable, scalable, and growth-generating.

Strategic Objectives

Ensure customers realize measurable business outcomes and value from RapidScale solutions
Improve Gross Revenue Retention (GRR) from ~78% toward 80–85%+ near term and 85–90%+ over time
Reduce churn and downsell through proactive lifecycle management and expectation alignment
Institutionalize a single accountable customer advocate and internal orchestration model
Scale Customer Success through repeatable programs and playbooks by customer segment
Enable expansion by surfacing Customer Success Qualified Leads (CSQLs) to Sales

Responsibilities

Core Responsibilities

Business Outcomes & Value Realization (Primary Accountability)

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

Customer Success Strategy, Programs & Playbooks

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

Quarterback & Cross-Functional Orchestration

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

Retention, Renewal & Expansion Enablement

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

Customer Experience & Executive Engagement

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

Team Leadership & Capability Building

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
Metrics, Governance & Insights

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

Qualifications

Experience & Qualifications

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: