ZipRecruiter

Log In

1

Customer Success Program Jobs in Virginia (NOW HIRING)

Cvent

Director, Customer Success

Tysons, VA · On-site

Lead and evolve Cvent's Customer Success strategy to drive measurable outcomes across onboarding ... Own net revenue retention and gross retention targets, building the programs, playbooks, and team ...

OneArc

Customer Success Engineer

Mclean, VA · On-site

... to Program Management and Product Development. This is a mid-level position; the successful ... Ensure Customer Success: Build and maintain strong customer relationships, both remotely and in ...

OneArc

Customer Success Engineer

Mclean, VA · On-site

... to Program Management and Product Development. This is a mid-level position; the successful ... Ensure Customer Success: Build and maintain strong customer relationships, both remotely and in ...

GenLogs

Customer Success Manager

Richmond, VA · On-site

We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs. * The Customer Success function is ...

IOTAP Inc.

Customer Success Manager

Reston, VA

Guide customers to success by developing and executing strategic account plans focused on adoption ... Experience with Microsoft Dynamics, Power Apps, or CSP programs * Strong troubleshooting and ...

IOTAP Inc

Customer Success Manager

Reston, VA · On-site

Guide customers to success by developing and executing strategic account plans focused on adoption ... Experience with Microsoft Dynamics, Power Apps, or CSP programs * Strong troubleshooting and ...

Pixalate, Inc.

Director of Customer Success

Mclean, VA · On-site

$130K - $175K/yr

Director, Customer Success Employment Type: Full-Time Location: Hybrid in VA or NY (U.S.-Based ... Employee referral bonus program * Monthly internet reimbursement Work Style * Remote-first - work ...

Pixalate, Inc.

Director of Customer Success

Reston, VA · On-site

$130K - $175K/yr

Director, Customer Success Employment Type: Full-Time Location: Hybrid in VA or NY (U.S.-Based ... Employee referral bonus program * Monthly internet reimbursement Work Style * Remote-first -- work ...

Coras

Senior Customer Success Manager

Mclean, VA · On-site

$115K - $150K/yr

Navy Program Offices, Program Executive Offices, and Pentagon-level Portfolio and Requirements ... About the Role We're looking for a Senior Customer Success Manager who genuinely loves working with ...

CORAS

Senior Customer Success Manager

Mclean, VA · On-site

Navy Program Offices, Program Executive Offices, and Pentagon-level Portfolio and Requirements ... About the Role We're looking for a Senior Customer Success Manager who genuinely loves working with ...

next page

Showing results 1-20

All JobsCustomer Success Program JobsCustomer Success Program Jobs in Virginia

Customer Success Program information

What are the key skills and qualifications needed to thrive in a Customer Success Program role, and why are they important?

To thrive in a Customer Success Program role, you need a strong understanding of customer relationship management, product knowledge, and problem-solving abilities, often supported by a bachelor's degree in business or a related field. Familiarity with CRM platforms like Salesforce, customer engagement tools, and data analytics software is typically required. Exceptional communication, empathy, and proactive collaboration are vital soft skills that help build trust and drive customer satisfaction. These skills are essential for ensuring customer retention, fostering loyalty, and achieving business growth through positive customer experiences.

What is the difference between Customer Success Program vs Customer Success Manager?

AspectCustomer Success ProgramCustomer Success Manager
Primary RoleDevelops and manages customer success initiatives, programs, and strategies at an organizational levelManages individual customer accounts to ensure satisfaction and retention
FocusProgram development, process improvement, and overall customer success metricsCustomer relationship management, onboarding, and support
CredentialsOften requires experience in customer success, project management, or related fieldsTypically requires experience in customer service, account management, or sales
Work EnvironmentCross-functional teams, strategic planning sessions, customer success departmentsDirect interaction with customers, account teams, and support staff

In summary, a Customer Success Program focuses on creating and managing customer success initiatives at an organizational level, while a Customer Success Manager handles individual customer relationships to ensure satisfaction and retention.

How does a Customer Success Program professional typically collaborate with other departments to enhance the client experience?

Customer Success Program professionals work closely with teams such as Sales, Product, and Support to ensure that clients achieve their desired outcomes. They often relay client feedback to the Product team for improvements, coordinate with Sales to align on client goals, and partner with Support to resolve any technical issues promptly. This cross-functional collaboration is essential for addressing customer needs holistically and fostering long-term relationships. Regular meetings and clear communication channels are key to this collaborative effort.

What is a Customer Success Program?

A Customer Success Program is a structured approach that companies use to help their customers achieve their desired outcomes while using the company's products or services. It involves proactive communication, support, and guidance to ensure customer satisfaction, retention, and growth. Customer Success Programs often include onboarding, training, regular check-ins, and feedback loops to build strong, long-term relationships with customers.
What are the most commonly searched types of Customer Success Program jobs in Virginia? The most popular types of Customer Success Program jobs in Virginia are:
What are popular job titles related to Customer Success Program jobs in Virginia? For Customer Success Program jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Customer Success Program jobs in Virginia look for? The top searched job categories for Customer Success Program jobs in Virginia are:
Customer Success Program jobs near you
Infographic showing various Customer Success Program job openings in Virginia as of June 2026, with employment types broken down into 77% Full Time, 16% Part Time, and 7% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution.

Senior Director, Customer Success (RapidScale)

Cox Communications

Richmond, VA • On-site

$148K - $247K/yr

Full-time

PTO

Posted 11 days ago

Cox Communications rating

8.4

Company rating: 8.4 out of 10

Based on 126 frontline employees who took The Breakroom Quiz

18th of 96 rated telecommunications companies

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
  • Ensure customers realize measurable business outcomes and value from RapidScale solutions
  • Improve Gross Revenue Retention (GRR) from ~78% toward 80-85%+ near term and 85-90%+ over time
  • Reduce churn and downsell through proactive lifecycle management and expectation alignment
  • Institutionalize a single accountable customer advocate and internal orchestration model
  • Scale Customer Success through repeatable programs and playbooks by customer segment
  • Enable expansion by surfacing Customer Success Qualified Leads (CSQLs) to Sales

Core Responsibilities
Business Outcomes & Value Realization (Primary Accountability)
  • Own accountability for ensuring RapidScale delivers the business outcomes and business value committed to customers
  • Ensure every Gold+ customer has a clearly defined Outcome-Based Success Plan (OBSP) tied to customer objectives, KPIs, and value realization milestones
  • Validate that delivery, consulting, and operational activities remain aligned to outcomes-not just scope completion
  • Lead executive-level value realization discussions with customer stakeholders

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
  • Own renewal readiness in close partnership with Sales and Account Management
  • Ensure early renewal conversations grounded in delivered value and outcomes
  • Enable expansion by identifying unmet needs, adoption signals, and Customer Success Qualified Leads (CSQLs)
  • Maintain clear role boundaries between Customer Success and commercial ownership while remaining tightly aligned

Customer Experience & Executive Engagement
  • Standardize proactive communication, progress updates, and transparency into risks or delays
  • Elevate QBRs to focus on outcomes achieved, value delivered, and forward-looking roadmaps
  • Ensure customers experience RapidScale as a coordinated, accountable enterprise partner

Team Leadership & Capability Building
  • Build, lead, and develop the Customer Success leadership team and CSM organization
  • Establish performance standards, coaching rigor, and clear career progression paths aligned to customer tiers
  • Foster a culture of ownership, accountability, and continuous improvement

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
  • BA/BS degree with 12+ years of relevant experience including: Customer Success, Client Services, Enterprise Account Leadership, or Consulting within B2B technology or services OR equivalent combination of education and experience (MS + 10 years of experience or P.D. + 7 years of experience or 16 years of experience with no degree)
  • 7+ years of experience in a leadership role
  • Excellent communication and interpersonal skills, with the ability to build relationships and influence key stakeholders
  • Proven experience designing scalable Customer Success programs and playbooks, not just managing accounts
  • Strong background in managed services, cloud, SaaS, or complex enterprise delivery environments
  • Demonstrated ability to orchestrate cross-functional execution in matrixed organizations
  • Executive presence with customers and senior internal leaders
  • Leadership Attributes:
    • Outcome-obsessed, enterprise-minded, and commercially astute
    • High EQ, low ego; trusted integrator across functions
    • Structured, decisive, and comfortable driving accountability at scale
    • Data-driven with a bias toward execution and value realization

USD 148,500.00 - 247,500.00 per year
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.
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: 08/09/2026
EOE, including disability/vets

What Cox Communications employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Cox Communications logo

About Cox Communications

Sourced by ZipRecruiter

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today! Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark?

Industry

Media and telecom

Company size

10,000+ Employees

Headquarters location

Atlanta, GA, US

View All Cox Communications Jobs

Apply