Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager II at RapidScale driving customer relationships and managing cloud service performance for technology solutions. Advocating for customer success and addressing their needs proactively.
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
Requirements
- Bachelor’s degree in a related discipline and 4 years’ experience in a related field
- 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
Benefits
- flexibility to take vacation with pay
- seven paid holidays throughout the calendar year
- up to 160 hours of paid wellness annually for their own wellness or that of family members
- 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
- health care insurance (medical, dental, vision)
- retirement planning (401(k))
- paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
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