Customer Success Manager II (RapidScale)
Company
Cox Communications, Inc.Job Family Group
SalesJob Profile
Client Experience Manager II - CCIManagement Level
Individual ContributorFlexible Work Option
Can work remotely but need to live in the specified city, state, or regionTravel %
Yes, 50% of the timeWork Shift
DayCompensation
Compensation includes a base salary in the range of $76,600.00 - $114,800.00. The salary rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the salary range identified herein, this role is also eligible for an annual incentive/commission target of $75,000.00.Job Description
Customer Success Manager II
Job Summary
At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.
Are you passionate about customer success and eager to make a real impact with cloud services? RapidScale is seeking a motivated Customer Success Manager II (CSM II) to join our dynamic team! In this role, you'll be the driving force behind our customer relationships, ensuring they receive maximum value from our cloud solutions. You'll proactively manage accounts, monitor service performance, and collaborate with internal teams to champion customer advocacy. As the primary point of contact for your assigned customers, you'll be their trusted advisor, helping them achieve their business goals and driving retention and renewal.
Key Responsibilities
Develop and maintain strong customer relationships, acting as the main point of contact for assigned accounts
Conduct regular service reviews, including Monthly and Quarterly Business Reviews (MBRs/QBRs)
Monitor service performance and address any issues to ensure SLAs and KPIs are met
Identify customer needs and recommend additional RapidScale solutions to enhance their cloud environments
Work closely with Sales, Support, and Technical teams to improve service delivery and customer advocacy
Advocate for customers internally, ensuring their feedback drives improvements
Manage contract renewals and collaborate on expansion opportunities
Track customer advocacy through surveys and proactively address any concerns
Qualifications
Minimum:
Bachelor’s degree in a related discipline and 4 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 2 years’ experience; a Ph.D. and up to 1 year of experience; or 8 years’ experience in a related field
Experience in customer success, account management, or service delivery within a technology environment
knowledge of cloud computing, IT infrastructure, and managed services
Experience managing escalations and improving customer retention
Familiarity with Salesforce, ServiceNow, or similar CRM/ticketing systems
Preferred:
Bachelor's degree in Business, Communications, or IT
Benefits
The Company offers eligible employees the 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; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.About Us
Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.In California and Washington, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.