Customer Success Manager II (RapidScale)

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid cloud environments, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google Cloud, our solutions are built around business outcomes, cyber resilience, and operational excellence-backed by the strength of the Cox family of companies. RapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on ensuring customers realize measurable business outcomes, improving customer retention, and supporting long-term growth. The Customer Success Manager II is responsible for managing a portfolio of customers and helping them achieve successful adoption of RapidScale solutions while delivering an exceptional customer experience. This role partners closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to ensure customers receive consistent service, realize ongoing value from their investments, and are well positioned for long-term success. The ideal candidate is customer-focused, highly organized, and collaborative, with the ability to manage multiple priorities while building trusted relationships with both customers and internal stakeholders. KEY RESPONSIBILITIES Customer Success & Value Realization - Manage a portfolio of assigned customers, serving as their primary Customer Success contact. - Develop and maintain Customer Success Plans aligned to customer business objectives and desired outcomes. - Monitor customer adoption, utilization, and overall health to proactively identify opportunities and potential risks. - Partner with customers to help maximize the value of RapidScale solutions throughout their lifecycle. - Escalate customer concerns appropriately while coordinating internal resources to drive timely resolution. Customer Lifecycle Management - Guide customers through onboarding, adoption, ongoing engagement, and renewal readiness activities. - Conduct regular customer touchpoints and business reviews to ensure continued alignment with customer goals. - Maintain accurate customer account documentation, engagement plans, and success metrics. - Identify potential risks to customer satisfaction and retention while developing appropriate mitigation plans. Cross-Functional Collaboration - Partner closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless customer experience. - Coordinate internal resources to ensure customer needs are addressed efficiently. - Facilitate communication between customers and internal teams throughout the customer lifecycle. - Escalate customer issues and risks as appropriate while helping drive resolution. Retention & Growth Support - Support renewal activities by demonstrating customer value and business outcomes. - Identify opportunities for additional solutions or services and communicate them to the appropriate Sales partners. - Contribute to customer retention efforts through proactive engagement and relationship management. Customer Experience Build trusted relationships through consistent communication and responsiveness. Conduct Quarterly Business Reviews (QBRs) or other customer meetings appropriate to the customer's engagement model. Ensu