Senior Director, Customer Success (RapidScale) (Remote)

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Company

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 backed by the strength of the Cox family of companies.

Overview

RapidScale is establishing Customer Success as a core revenue-adjacent capability designed to ensure delivery of contracted business outcomes and measurable business value, improve customer advocacy, drive gross revenue retention, and enable expansion. The Senior Director, Customer Success is accountable for owning customer outcomes and value realization, while acting as the orchestrator / quarterback across the entire RapidScale ecosystem—Sales (AEs/AMs), Delivery, Operations, Consulting, Support, and administrative billing.

This role builds the system that ensures customers consistently experience RapidScale as one accountable partner, not a collection of teams. This role directly protects revenue durability, customer lifetime value, and enterprise credibility. By owning outcomes, building segment-specific playbooks, and acting as RapidScale’s internal quarterback, the Senior Director of Customer Success ensures customer success is repeatable, scalable, and growth-generating. 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 account