Customer Success Manager

Customer Success Manager – Rapid7

Boston‑based role. Hybrid work model with in‑office days Tuesday, Wednesday, Thursday.

• Build and maintain strong 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 improvement opportunities.
• Provide deep product expertise, guiding customers to maximize value from Rapid7 products and solutions.
• Deliver advice and educational materials to help customers understand and utilize product features.
• Maintain up‑to‑date industry knowledge on the latest cybersecurity trends and technologies.
• Advocate for customer needs and feedback within the organization to drive product enhancements.
• Collaborate cross‑functionally with sales, marketing, and product development for a unified customer success approach.
• Identify potential risks or challenges in customer relationships and take proactive action before escalation.
• Monitor usage patterns and engagement to flag accounts at risk of churn.
• Track key performance indicators such as customer satisfaction scores, product usage/health, retention rates, and upsell opportunities.

• 2–3+ years of Customer Success, Account Management or Consulting experience, ideally in high‑tech, cybersecurity or SaaS.
• Excellent written and verbal communication skills.
• Strong interpersonal and communication skills.
• Prior technology deployment and configuration experience.
• Experience with security frameworks and concepts.
• Advanced project‑management and prioritization abilities.
• Deep technical knowledge and ability to advise customers on platform adoption for faster ROI.
• Problem‑solving mindset with capability to navigate complex situations.
• Industry‑related certifications (e.g., A+, Network+, Sec+, Cloud+, CCSP) are a plus.
• Familiarity with customer success platforms and tools (plus).

Salary range: $67,200 – $90,900 per year. Variable/incentive compensation, equity and benefits may apply, depending on location.

Rapid7 is committed to fair and equitable compensation practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable law.