Customer Success Manager IV (RapidScale) (Remote)

Own accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale solutions

Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones

Ensure delivery and operational activities remain aligned to outcomes, not just scope completion

Lead customer conversations focused on value realization, adoption, and forward roadmap alignment

Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases

Proactively identify risks to retention and develop mitigation plans

Ensure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readiness

Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering

Drive alignment across teams to ensure seamless customer experience and execution

Resolve cross-functional issues impacting customer outcomes or timelines

Partner closely with Sales and Account Management to support renewal strategy and execution

Ensure renewal conversations are grounded in delivered value and measurable outcomes

Identify opportunities for expansion and surface Customer Success Qualified Leads