Company
Cox Communications, Inc.
Job Family Group
Customer Care Group
Job Profile
Sr Director, Client Performance Management
Management Level
Sr Director
Flexible Work Option
Hybrid - Ability to work remotely part of the week
Travel %
Yes, 25% of the time
Work Shift
Day
Compensation
Compensation includes a base salary in the range of $148,500.00 - $247,500.00. 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.
Job Description
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
Core Responsibilities
Business Outcomes & Value Realization (Primary Accountability)
Customer Success Strategy, Programs & Playbooks
Design, develop, and continuously evolve Customer Success programs and playbooks by customer segment:
Diamond: Executive partnership, white-glove orchestration, strategic roadmap alignment
Platinum: Proactive value realization, adoption acceleration, expansion readiness
Gold: Structured onboarding, standardized engagement, outcome validation
Define segment-specific engagement models, lifecycle touchpoints, success metrics, and escalation paths
Ensure playbooks are operationalized through tooling, enablement, and governance-not left as static documents
Standardize best practices while preserving flexibility for complex enterprise environments
Quarterback & Cross-Functional Orchestration
Act as the orchestrator / quarterback across all RapidScale functions involved in the customer lifecycle, including:
Sales (AEs and AMs)
Delivery and Operations
Consulting and Professional Services
Support and Cloud Engineering
Administrative and billing functions
Ensure seamless handoffs, clear accountability, and coordinated execution across teams
Proactively resolve cross-functional friction impacting customer outcomes, timelines, or experience
Retention, Renewal & Expansion Enablement
Customer Experience & Executive Engagement
Team Leadership & Capability Building
Metrics, Governance & Insights
Own CS KPIs including:
Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)
Customer Success Qualified Leads (CSQLs)
Customer health scores
Team-level CS NPS
Implement governance, operating cadence, and executive reporting to the CRO and RSLT
Experience & Qualifications
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.
About Us
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
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
In California and Washington, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.
Application Deadline: 08/09/2026