Company
Cox Communications, Inc.
Customer Care Group
Client Performance Manager IV
Manager - Non People Leader
Hybrid - Ability to work remotely part of the week
Yes, 15% of the time
Day
Compensation
Compensation includes a base salary in the range of $92,300.00 - $153,900.00. 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.
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.
RapidScale is evolving Customer Success into a core, revenue-adjacent capability focused on ensuring customers realize measurable business outcomes, improving retention, and enabling expansion.
The Customer Success Manager (Senior III / Lead IV) is responsible for owning customer outcomes and value realization across a portfolio of enterprise customers, while acting as a quarterback across Sales, Delivery, Operations, Consulting, and Support.
This role ensures customers experience RapidScale as one accountable partner, driving retention, adoption, and long-term value.
This position is open at the Senior (Level III) and Lead (Level IV) levels, with leveling determined based on experience, scope of ownership, and ability to influence cross-functional execution at scale.
PRIMARY RESPONSIBILITIES
Customer Outcomes and Value Realization
- Own accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale solutions
- Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones
- Ensure delivery and operational activities remain aligned to outcomes, not just scope completion
- Lead customer conversations focused on value realization, adoption, and forward roadmap alignment
Customer Lifecycle Management
- Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases
- Proactively identify risks to retention and develop mitigation plans
- Ensure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readiness
Cross-Functional Orchestration
- Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering
- Drive alignment across teams to ensure seamless customer experience and execution
- Resolve cross-functional issues impacting customer outcomes or timelines
Retention, Renewal and Expansion Support
- Partner closely with Sales and Account Management to support renewal strategy and execution
- Ensure renewal conversations are grounded in delivered value and measurable outcomes
- Identify opportunities for expansion and surface Customer Success Qualified Leads
Customer Experience and Engagement
- Lead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunities
- Maintain proactive communication and transparency with customers
- Strengthen customer relationships and advocacy
Program and Process Contribution
- Contribute to the development and refinement of Customer Success playbooks and engagement models
- Support standardization of best practices across customer segments
- Provide feedback to improve tools, processes, and operating cadence
QUALIFICATIONS
Minimum Requirements
Senior Level III
- Bachelor’s degree in a related discipline and 6 years of experience in a related field
- Or a master’s degree with 4 years of experience
- Or a PhD with 1 year of experience
- Or 10 years of relevant professional experience
Lead Level IV
- Bachelor’s degree in a related discipline and 8 years of experience in a related field
- Or a master’s degree with 6 years of experience
- Or a PhD with 3 years of experience
- Or 12 years of relevant professional experience
Core Experience
- Experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments
- Experience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environments
- Proven ability to manage customer relationships and drive value realization
- Strong communication and stakeholder management skills
- Experience working cross-functionally in matrixed organizations
Level Differentiation
Senior Level III
- Owns a portfolio of customers with moderate to high complexity
- Executes established Customer Success processes and playbooks
- Drives value realization and retention within assigned accounts
- Collaborates across teams to resolve issues and deliver outcomes
Lead Level IV
- Owns highly complex or strategic enterprise customer relationships
- Acts as a senior quarterback across functions, influencing execution across teams
- Drives improvements to Customer Success programs and engagement models
- Mentors other Customer Success team members and elevates overall team capability
- Plays a key role in shaping how Customer Success scales across the organization
Preferred Qualifications:
- Experience in managed services, cloud, or hybrid infrastructure environments
- Experience driving retention and expansion within enterprise accounts
- Familiarity with Customer Success metrics such as GRR, NRR, and customer health scoring
- Experience leading executive-level customer conversations
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.
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.EOE, including disability/vets