Senior Customer Success Manager

Overview

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

Responsible for overall success and satisfaction, the Senior CSM's mission is to create customer advocates in our technical environment. You will build and maintain strong relationships with CISOs and other technology users, understand customers’ cybersecurity goals, create Success Plans, and provide customers with the necessary support and guidance to meet their goals and help secure renewals.

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.
• Domain Expertise
  • Stay up-to-date with the latest trends, technologies, and happenings across cybersecurity.
  • 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.

• 5-6+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company – ideally cybersecurity – 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 (e.g., A+, Network+, Sec+, Cloud+, CCSP) are a plus

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflect 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’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 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 compensation practices. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications.…