Customer Success Manager II (RapidScale)

Customer Success Manager II
Job Summary
At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.
Are you passionate about customer success and eager to make a real impact with cloud services? RapidScale is seeking a motivated Customer Success Manager II (CSM II) to join our dynamic team! In this role, you'll be the driving force behind our customer relationships, ensuring they receive maximum value from our cloud solutions. You'll proactively manage accounts, monitor service performance, and collaborate with internal teams to champion customer advocacy. As the primary point of contact for your assigned customers, you'll be their trusted advisor, helping them achieve their business goals and driving retention and renewal.
Key Responsibilities

• Develop and maintain strong customer relationships, acting as the main point of contact for assigned accounts

• Conduct regular service reviews, including Monthly and Quarterly Business Reviews (MBRs/QBRs)

• Monitor service performance and address any issues to ensure SLAs and KPIs are met

• Identify customer needs and recommend additional RapidScale solutions to enhance their cloud environments

• Work closely with Sales, Support, and Technical teams to improve service delivery and customer advocacy

• Advocate for customers internally, ensuring their feedback drives improvements

• Manage contract renewals and collaborate on expansion opportunities

• Track customer advocacy through surveys and proactively address any concerns

Qualifications
Minimum:

• Bachelor's degree in a related discipline and 4 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field

• Experience in customer success, account management, or service delivery within a technology environment

• knowledge of cloud computing, IT infrastructure, and managed services

• Experience managing escalations and improving customer retention

• Familiarity with Salesforce, ServiceNow, or similar CRM/ticketing systems

Preferred:

• Bachelor's degree in Business, Communications, or IT

USD 81,400.00 - 122,000.00 per year
Compensation:
Compensation includes a base salary in the range of $81,400.00 - $122,000.00. 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.
Benefits:
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Application Deadline: 05/02/2026