Customer Success Manager

Customer Success Manager

As a Rapid7 Customer Success Manager, you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment. 

*We are seeking Boston-based candidates who are excited to work in a hybrid environment. Our core hybrid days in-office are Tuesday, Wednesday and Thursday.

About the Team 

Responsible for overall success and satisfaction, the CSA’s mission is to create customer advocates in our technical environment. You will play a crucial role in building and maintaining strong relationships with CISOs and other technology users, understanding customers’ unique cyber security goals, creating Success Plans, and providing customers with the necessary support and guidance to meet their goals and help secure renewals. 
 

About the Role 
 

In this role, you will be responsible for: 

Relationship Management: 

○ Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives. 

○ Orchestrate key touchpoints with customers from weekly status meetings to 
Executive Business Reviews 

○ Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement. 

Product Expertise: 

○ Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage 

○ Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products. 

Industry Knowledge: 

○ Stay up-to-date with the latest trends, like-technologies and happenings across cyber security 

○ Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers. 
Customer Advocacy: 

○ Advocate for customer needs and feedback within the organization to drive 

product enhancements and improvements. 

○ Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success. 

Risk Mitigation: 

○ Identify potential risks and challenges in customer relationships and work 

proactively to address them before they escalate. 

○ Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn. 

Performance Metrics:

○ Establish and track key performance indicators (KPIs) related to customer 

success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities. 

The skills you’ll bring include:

• 2-3+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech, cyber security or SaaS company – where you developed strategies and plans on assigned accounts to fully leverage technology solutions. 

• Excellent written and verbal skills

• Excellent interpersonal and communication skills

• Prior technology deployment and configuration experience

• Experience with security frameworks and concepts

• Excellent project management and prioritization abilities

• Mastery of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)

• Problem-solving mentality with the ability to navigate complex situations

• Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc.

• Familiarity with customer success platforms and tools is a plus 

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today. 

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About Rapid7

At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what’s possible and drive extraordinary impact. We’re building a dynamic and collaborative workplace where new ideas are welcome.

Protecting 11,000+ customers against bad actors and threats means we’re continuing to push the envelope just like we’ ve been doing for the past 20 years. If you ’re ready to solve some of the toughest challenges in cybersecurity, we’re ready to help you take command of your career. Join us.

Rapid7, Inc. is committed to fair and equitable co