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:

• 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.

• 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.

• Stay up‑to‑date with the latest trends, technologies and happenings across cyber security.
• Be viewed as a trusted advisor with customers and be the go‑to partner for your set of assigned customers.

• 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.

• Identify potential risks and challenges in customer relationships and work proactively to address them before they escalated.
• Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn.

• 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 such as 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.

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 11,500+ customers against bad actors and threats means we’re continuing to push the envelope just like we’ve been doing…