Customer Success Manager II

This is a fully remote position, open to applicants in New York, +4 more states.

📋 Description

• Oversee a designated portfolio of clients as the main point of contact for Customer Success.

• Create and uphold Customer Success Plans that align with clients' goals and desired results.

• Track customer adoption, usage, and account health to pinpoint opportunities and potential risks.

• Assist clients in maximizing the benefits of RapidScale solutions throughout their entire lifecycle.

• Address concerns and coordinate internal resources to ensure prompt resolutions.

• Guide clients through the processes of onboarding, adoption, engagement, and renewal readiness.

• Conduct regular customer interactions, business reviews, and Quarterly Business Reviews.

• Keep account documentation, engagement plans, and success metrics up to date.

• Collaborate with Sales, Delivery, Operations, Consulting, Engineering, and Support teams.

• Aid in renewals, retention initiatives, and the identification of additional solution opportunities.

• Foster trusted relationships with customers through proactive communication and follow-through.

• Adhere to Customer Success methodologies, playbooks, and operational procedures.

• Provide feedback on process improvements and engage in team initiatives, training, and continuous enhancement.

⛳️ Requirements

• A bachelor's degree in a relevant field and 4 years of experience in a related area; alternatives include a master's degree with 2 years, a Ph.D. with up to 1 year, or 8 years of experience.

• Experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting within a B2B technology or services sector.

• Proven track record in managing customer relationships and supporting customer adoption, retention, and satisfaction.

• Excellent communication, relationship management, and problem-solving abilities.

• Capability to collaborate across cross-functional teams within a matrixed organization.

• Strong organizational skills with the ability to handle multiple customers and priorities at once.

• Familiarity with CRM and Customer Success platforms.

• Preferred: background in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure.

• Preferred: understanding of Customer Success metrics such as health, adoption, retention, and renewal readiness.

• Preferred: experience in facilitating business reviews and presenting performance metrics.

• Preferred: working knowledge of AWS, Azure, Google Cloud, VMware, or similar technologies.

• Preferred: experience in identifying growth opportunities and collaborating with Sales.

• Must be authorized to work in the United States for any employer.

• No current or future sponsorship; no OPT, CPT, STEM/OPT, or visa sponsorship available.

🏝️ Benefits

• Flexible vacation with pay.

• Seven paid holidays throughout the year.

• Up to 160 hours of paid wellness annually for the employee or family members.

• Bereavement leave.

• Time off to vote.

• Jury duty leave.

• Volunteer time off.

• Military leave.

• Parental leave.

• Health care insurance (medical, dental, vision).

• Retirement planning (401(k)).

• Paid sick leave.

• Flexible vacation/wellness days and/or PTO.

• Reasonable accommodations for qualified applicants or employees with disabilities.