Senior Director, Customer Success (RapidScale)

Overview

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

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

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
• Ensure seamless handoffs, clear accountability, and coordinated execution across teams
• Proactively resolve cross-functional friction impacting customer outcomes, timelines, or experience

Retention, Renewal & Expansion

• Own renewal readiness in close partnership with Sales and Account Management
• 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), and Customer health scores
• Team-level CS NPS
• Implement governance, operating cadence, and executive reporting to the CRO and RSLT

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
• Structured, decisive, and comfortable driving accountability at scale
• Data-driven with a bias toward execution and value realization

Compensation

The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits

• Flexibility to take as much vacation with pay as you deem consistent with your duties, the company's needs, and its obligations
• Seven paid holidays throughout the calendar year
• Up to 160 hours of paid wellness annually for your own wellness or that of family members
• 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

Application Deadline

08/09/2026

EEO, including disability/vets

The Company is an equal opportunity employer, including disability/vets.