Senior Manager, Customer Success (RapidScale) (Remote)

We need to output HTML fragment with sections only when content present. Must include headings using

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions). Also remove lines like "Here, our employees don’t just have jobs..."? That's about benefits maybe. The posting includes a paragraph about benefits: "Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life." That's benefits info. Also later: "A qualified applicant’s criminal history, if any, will be considered..." that's EEO/legal boilerplate, should remove. Also "Get to Know Us Charter Communications..." that's about company, maybe part of About the role? Could be considered About the role content. Also "Grow Your Career Here..." also EEO. Remove. We need to extract sections: About the role (company description, mission). Responsibilities (list of responsibilities). Requirements (minimum qualifications). Qualifications (preferred qualifications). Skills maybe not separate; but we could combine. Benefits: we have a sentence about comprehensive pay and benefits package. Pay: not specific numbers, so we should not create Pay section unless posting actually states them. It says "comprehensive pay and benefits package" but no specifics, so we should not create Pay section because it's not specific. Benefits: we have that sentence; we can include Benefits section with that sentence. Schedule: not mentioned, so omit. We must not include placeholder text like "commensurate with experience". Not present. We need to use

• for any list of duties/requirements/benefits. So for Responsibilities we have many paragraphs; we can turn each responsibility bullet into
• . The responsibilities are listed under headings like "Primary Responsibilities" then subheadings: Customer Success Leadership & Team Development, Customer Outcomes & Value Realization, etc. We could treat each bullet as a list item. However the text includes paragraphs under each subheading. We could create a
  with
  • for each responsibility paragraph. Might be many. Better to create sections: Responsibilities with
    • each responsibility bullet (maybe each paragraph). We'll need to parse. Let's extract responsibilities sections: - Customer Success Leadership & Team Development: - Lead, coach, and develop a team of Customer Success professionals responsible for strategic and complex enterprise customer relationships. - Establish clear expectations, performance standards, and operating rhythms across the Customer Success team. - Build team capability in outcome-based customer engagement, executive communication, value realization, risk management, and expansion identification. - Provide ongoing coaching, feedback, and development while creating accountability for customer outcomes and portfolio performance. - Foster a customer-first culture focused on accountability, proactive engagement, collaboration, and measurable business outcomes. - Support workforce planning, talent development, and organizational needs as the Customer Success function continues to scale. - Customer Outcomes & Value Realization: - Establish accountability across the team for ensuring customers realize the business outcomes and value aligned to their RapidScale solutions. - Ensure consistent development and execution of Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones. - Guide Customer Success Managers in connecting delivery, operational performance, and technology investments to customer business outcomes. - Ensure delivery and operational activities remain aligned to customer outcomes, not solely scope completion. - Drive consistent customer and executive-level conversations focused on value realization, adoption, business priorities, and forward roadmap alignment. - Maintain visibility into customer health, adoption, risks, and opportunities across the portfolio. - Customer Lifecycle & Portfolio Leadership: - Provide leadership and oversight across a portfolio of strategic and complex enterprise customers throughout onboarding, adoption, renewal, and expansion. - Lead and develop Customer Success professionals responsible for navigating complex customer environments, multiple stakeholders, and sophisticated technology solutions. - Establish consistent execution of key lifecycle touchpoints, including onboarding, success planning, executive business reviews, and renewal readiness. - Monitor portfolio health and proactively identify customers requiring intervention, escalation, or additional support. - Ensure appropriate mitigation and recovery plans are established for at-risk customers and drive accountability for execution. - Serve as a senior escalation point for complex or high-impact customer situations. - Retention, Renewal & Expansion: - Drive Customer Success strategies that support customer retention, renewal, and long-term growth. - Partner closely with Sales and Account Management leadership to support renewal strategy and execution. - Ensure renewal conversations are grounded in delivered value, measurable customer outcomes, and future business priorities. - Establish visibility into renewal risk and ensure proactive action is taken well in advance of key customer milestones. - Create consistent practices for identifying and surfacing expansion opportunities and Customer Success Qualified Leads. - Partner cross-functionally to identify opportunities to deepen customer relationships and expand adoption of RapidScale capabilities. - Cross-Functional Leadership & Executive Engagement: - Serve as a senior Customer Success leader and partner across Sales, Delivery, Operations, Consulting, Support, Engineering, and other key functions. - Drive cross-functional alignment and accountability to ensure a seamless customer experience and successful execution. - Partner with functional leaders to resolve complex issues impacting customer outcomes, experience, or timelines. - Build trusted relationships with senior and executive customer stakeholders. - Lead and support executive business reviews, strategic customer discussions, and critical customer escalations. - Represent the voice of the customer internally and identify recurring themes or systemic issues requiring organizational action. - Customer Success Operations & Strategy: - Drive consistent adoption of Customer Success playbooks, engagement models, processes, tools, and operating cadences. - Establish and reinforce best practices across the Customer Success organization. - Use customer health, retention, renewal, adoption, and expansion data to identify trends, risks, and opportunities across the portfolio. - Translate customer and team insights into recommendations that improve processes, service delivery, and customer experience. - Partner with Customer Success leadership to evolve the operating model as RapidScale continues to grow and serve increasingly complex enterprise customers. - Identify opportunities to improve scalability, consistency, and effectiveness across the Customer Success organization. Now Minimum Qualifications: list: - Bachelor’s degree in a related discipline and 8 years’ experience in a related field. - The right candidate could also have a different combination, such as a master’s degree and 6 years’ experience; a Ph.D. and 3 years’ experience in a related field; or 12 years’ experience in a related field. - 3+ years’ experience in a management or leadership role. - Experience in Customer Success, Client Services, Account Management, Consulting, or a related customer-facing function within B2B technology or services environments. - Demonstrated experience leading, coaching, and developing customer-facing teams. - Proven ability to manage complex customer relationships, escalations, and competing priorities. - Demonstrated ability to drive customer value realization, retention, and long-term relationship health. - Strong executive communication, stakeholder management, and relationship-building skills. - Demonstrated ability to lead and influence across highly matrixed, cross-functional organizations. Preferred Qualifications: - Experience leading Customer Success teams within managed services, cloud, hybrid infrastructure, or similarly complex enterprise technology environments. - Experience managing strategic or complex enterprise customer portfolios involving multiple technologies, services, stakeholders, and delivery teams. - Experience driving customer retention, renewals, adoption, and expansion within complex enterprise accounts. - Experience building or scaling Customer Success programs, playbooks, processes, or operating models. - Familiarity with Customer Success metrics including GRR, NRR, customer health scoring, adoption, renewal forecasting, and expansion. - Experience leading executive-level customer conversations, business reviews, and complex customer escalations. - Experience using customer data and insights to identify trends, improve customer outcomes, and drive operational improvements. Benefits: "Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life." We could also include maybe other benefits? Not given. About the role: The initial paragraphs about RapidScale: "At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes, with embedded cyber resiliency and AI to protect today and enable tomorrow, all backed by the scale and strength of Spectrum. RapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on ensuring customers realize measurable business outcomes, improving retention, and enabling expansion." Also later: "Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand..." That's about company but maybe considered About the role. However that paragraph is more about Charter Communications (parent). Could include but it's somewhat boilerplate? It's describing the company; could be considered About the role. We'll include it but need to ensure not EEO. The paragraph about Charter Communications is factual description; we can keep. Also "Grow Your Career Here..." is EEO/boilerplate, remove. Thus About the role section will contain those paragraphs. Now we need to output HTML fragment with headings

      for each section present: About the role, Responsibilities, Requirements (maybe Minimum Qualifications), Qualifications (Preferred Qualifications), Benefits. Possibly Skills not needed. We must not repeat job title. No Job ID. We must use

      • for any list of duties/requirements/benefits. So for Responsibilities we will make a
        with each responsibility bullet as
        • . For Requirements (Minimum Qualifications) also
          • . For Qualifications (Preferred) also
            • . For Benefits we have a prose sentence; we can put in

              . Now ensure we don't include any filler like "commensurate with experience". Not present. Now produce HTML. Let's craft:

              About the role

              At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes, with embedded cyber resiliency and AI to protect today and enable tomorrow, all backed by the scale and strength of Spectrum. RapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on ensuring customers realize measurable business outcomes, improving retention, and enabling expansion.

              Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S.

              Then Responsibilities:

              Responsibilities

              • Lead, coach, and develop a team of Customer Success professionals responsible for strategic and complex enterprise customer relationships.
              • Establish clear expectations, performance standards, and operating rhythms across the Customer Success team.
              • Build team capability in outcome-based customer engagement, executive communication, value realization, risk management, and expansion identification.
              • Provide ongoing coaching, feedback, and development while creating accountability for customer outcomes and portfolio performance.
              • Foster a customer-first culture focused on accountability, proactive engagement, collaboration, and measurable business outcomes.
              • Support workforce planning, talent development, and organizational needs as the Customer Success function continues to scale.
              • Establish accountability across the team for ensuring