Company Cox Communications, Inc. Job Family Group Sales Job Profile Client Experience Manager II - CCI Management Level Individual Contributor Flexible Work Option Can work remotely but need to live in the specified city, state, or region Travel % Yes, 50% of the time Work Shift Day Compensation Compensation includes a base salary in the range of $76,600.00 - $114,800.00. The salary rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the salary range identified herein, this role is also eligible for an annual incentive/commission target of $75,000.00. Job Description 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    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. 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: 05/30/2026

• Own strategic customer relationships across onboarding, adoption, expansion, and renewal. • Partner deeply with ML and data science teams to help them integrate Label Studio into their data pipelines and labeling operations. • Drive business value by identifying ways to reduce labeling cost and increase model performance through efficient workflows and better quality control, making usage recommendations aligned with customer business goals and strategic priorities. • Support usage expansion by aligning with customer technical goals, helping to operationalize labeling workflows as part of their standard practice, and advocating internally for required feature enhancements. • Establish yourself as a trusted technical advisor, providing best practices on annotation project setup, ontology design, human-in-the-loop processes, and data curation strategies.

• Driving product adoption and engagement • Customer retention and long-term value for customer portfolio • Building strong relationships with customers • Defining long-term accessibility roadmap • Demonstrating ongoing benefits of software products and services • Coordinating and leading Business Reviews • Collaborating with Account Managers for customer retention • Developing “trusted advisor” relationships with customer advocates • Empowering customers to connect goals and challenges with solutions • Advocating on behalf of customers with internal teams

À propos de Pantheon La plateforme WebOps de Pantheon alimente l’Open Web et héberge plus de 300 000 sites dans le cloud pour des clients tels que Google, Princeton, Salesloft et Médecins Sans Frontières. Chaque jour, des milliers de développeurs et de spécialistes du marketing créent, itèrent et développent des sites WordPress et Drupal pour atteindre des milliards de personnes à travers le monde. La plateforme multi-tenant de Pantheon permet aux organisations de gérer l’ensemble de leurs sites web depuis un tableau de bord unique. Chaque jours, des organisations telles que Clorox et les Nations Unies créent de la valeur en accélérant leur développement et en publiant en continu, grâce aux workflows collaboratifs de Pantheon.. About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft, and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations, including Clorox and the United Nations, drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. Le poste En tant que Customer Success Manager, vous serez responsable d’un portefeuille de clients à haute valeur ajoutée et garantirez la réalisation d’impacts commerciaux mesurables tout au long de leur cycle de vie client. Vous piloterez la fidélisation, le développement (expansion) et les ventes additionnelles (cross-sell), mettrez en œuvre des plans stratégiques par compte, et agirez comme principal défenseur des intérêts de vos clients ainsi que des partenaires qui les accompagnent.. Vous agirez en tant que conseiller de confiance, en alignant les objectifs business et digitaux des clients avec la valeur de la plateforme Pantheon. Grâce à une solide gestion des relations, à l’analyse des données et à une rigueur opérationnelle, vous accompagnerez vos clients dans leurs transformations, optimiserez l’adoption de la solution et garantirez une réussite commerciale durable, tant pour eux que pour Pantheon.. Ce rôle est hautement transverse : vous collaborerez étroitement avec les équipes Sales, Marketing, Produit, Support et Services afin d’offrir une expérience client cohérente, qualitative et orientée résultats. The Role As a Customer Success Manager, you will own a portfolio of high-value customers and be accountable for delivering measurable business outcomes throughout the customer lifecycle. You will drive retention, expansion, and cross-sell within your portfolio, develop and execute strategic account plans, and serve as the primary advocate for your customers and the partners serving them. You will act as a trusted advisor—aligning customer business and digital objectives with the value of Pantheon’s platform. Leveraging strong relationship management, data insights, and operational rigor, you will guide customers through change, optimize adoption, and ensure long-term commercial success for both the customer and Pantheon. This role is highly cross-functional: you will work closely with Sales, Marketing, Product, Support, and Services teams to ensure customers receive a consistent, high-quality, and outcome-driven experience. Vos responsabilités Responsabilités principales - Piloter l’intégralité du cycle de vie client — de l’onboarding au renouvellement et à l’expansion. - Gérer un portefeuille de comptes enterprise stratégiques avec des approches adaptées aux besoins, à la taille et au potentiel de croissance des clients - Élaborer des plans de succès, cartographier les parties prenantes et animer des business reviews exécutives - Surveiller les indicateurs de santé client l’usage et le feedback pour identifier risques et opportunités - Déployer des programmes et playbooks visant à améliorer l’adoption, la satisfaction et la rétention - Assurer un suivi rigoureux des activités et des résultats dans les outils CRM et Customer Success Croissance & expansion - Être responsable des résultats commerciaux sur votre portefeuille - Identifier et activer les opportunités d’upsell et de cross-sell - Accompagner les renouvellements en garantissant une expérience fluide et à forte valeur ajoutée Collaboration transverse - Collaborer avec les équipes Produit et Support pour répondre aux besoins techniques et faire remonter les insights clients - Travailler avec le Marketing sur les campagnes et initiatives de mise en avant clients - Contribuer avec les équipes opérationnelles à l’activation et à la formation des clients - Garantir une expérience client fluide en coordonnant les équipes internes Indicateurs de performance - Taux de rétention brute (GRR) - Taux de rétention nette (NRR) - Satisfaction client (CSAT) What You'll Do Core Responsibilities - Own end-to-end customer lifecycle management—from onboarding through renewal and expansion. - Manage a portfolio of enterprise accounts with tailored engagement strategies based on customer needs, scale, and growth potential. - Conduct strategic success planning, stakeholder mapping, and executive business reviews to drive alignment and achievement of customer objectives. - Monitor customer health signals, usage data, and sentiment to identify risks, opportunities, and next-best actions proactively. - Execute lifecycle programs and playbooks that increase adoption, value realization, satisfaction, and retention. - Maintain accurate documentation of activities, insights, and outcomes within CRM and customer success platforms. Growth & Expansion Responsibilities - Own commercial outcomes within your portfolio, ensuring expansion opportunities are identified, prioritized, and executed. - Use data, product signals, and customer insights to uncover upsell or cross-sell paths that align with customer goals. - Support both on-cycle and off-cycle renewals with a focus on seamless experience and value reinforcement. Cross-Functional Collaboration - Partner with Product and Support teams to address technical needs and to escalate customer insights that inform the roadmap and drive improvements. - Collaborate with Marketing on campaigns, case studies, and customer advocacy initiatives. - Work with Operations on customer enablement, education, and digital engagement programs. - Ensure a frictionless, integrated customer experience by aligning with internal teams to resolve challenges and remove blockers. Success Metrics - Gross Revenue Retention (GRR) - Net Revenue Retention (NRR) - Customer Satisfaction (CSAT) Profil recherché - 5 à 10 ans d’expérience en Customer Success ou dans un rôle commercial orienté client en interface directe avec des clients enterprise - Expérience démontrée dans la fidélisation, l’expansion et la vente croisée au sein d’environnements clients complexes - Excellentes compétences dans la fidélisation, l’expansion et la vente croisée au sein d’environnements clients complexes. - Capacité prouvée à construire et entretenir des relations solides avec des parties prenantes et des dirigeants de haut niveau - Expérience avec des outils et plateformes de CRM et Customer Success (ex : Salesforce) - Aisance avec la prise de décision basée sur les données et la priorisation des comptes - Esprit hautement collaboratif et aptitude à influencer des équipes transverses Expérience souhaitée - Expérience en SaaS, hosting, WebOps ou environnement technique similaire - Connaissance de WordPress, Drupal ou technologies équivalentes - Compréhension des modèles d’engagement digital et de suivi de la santé client What You Bring to the Table - 5-10 years in Customer Success or a similar commercial, customer-facing enterprise role. - Demonstrated track record of driving retention, expansion, and cross-sell across complex customer environments. - Strong communication, executive presence, and negotiation skills. - Proven ability to build and maintain relationships with senior stakeholders and executives. - Experience managing the customer lifecycle using CRM and CS platforms (e.g., Salesforce). - Comfort with data-driven decision-making and account prioritization. - Highly collaborative mindset with the ability to influence cross-functional teams. Preferred Experience - Experience in SaaS, hosting, WebOps, or related technical environments. - Familiarity with WordPress, Drupal, or similar technologies. - Understanding of digital engagement automation, customer health scoring, and lifecycle modeling. Égalité des chances Chez Pantheon, nous croyons en l’égalité des chances et encourageons toutes les candidatures, quels que soient l’origine, le genre, l’âge, le handicap, l’orientation sexuelle, l’identité de genre ou tout autre critère protégé par la loi. Nous respectons les obligations légales en matière d’accessibilité et nous engageons à fournir des aménagements adaptés aux besoins des personnes en situation de handicap. Pantheon is an equal-opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. Rémunération La rémunération cible (OTE) pour ce poste est comprise entre: - 72 000 € et 88 000 € OTE Compensation: The on-target earnings (OTE) range for this role is as follows: - €72,000–88,000 EUR OTE