Rapid7 Senior Customer Success Manager 

United Kingdom, England 

221734752

In this role, you will:

• Drive customer awareness, engagement, and adoption of Rapid7 portfolio, product features and services to maximize the adoption and realized value of their purchased solutions.

• Develop and maintain strong, multi-level relationships with each customer; ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer.

• Develop and implement comprehensive Success Plans tailored to each customer’s unique goals and needs.

• Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.

• Drive customer retention by ensuring that customers achieve their desired outcomes and recognize the value of our solutions.

• Identify and mitigate potential risks of churn through proactive engagement and problem-solving.

• Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.

• Provide customer feedback to internal teams to influence product development and enhancements.

• Deployment Oversight - Oversee the deployment and implementation of our solutions, ensuring that customers experience a smooth transition and achieve initial success.

• Health and Adoption Focus; Continuously monitor customer health metrics, including product usage and adoption, engagement levels, and overall satisfaction, to proactively address any areas of concern

• Act as the primary point of contact for escalated issues, ensuring timely resolution and communication with both the customer and internal team

• Collaborate with customers to define and achieve clear value-realization goals, aligned with their business objectives.

The skills you’ll bring include:

• Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.

• Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport.

• Energized by connecting and building value driven, strategic relationships with enterprise customers

• Thrives in a fast paced, team centric atmosphere and is adaptable in nature

• Exceptional multi-tasking abilities and organization skills.

• Detail-oriented; able to capture proper information correctly and accurately.

• Excellent communication, presentation, and interpersonal skills.

• Ability to analyse data and translate insights into actionable strategies.

• Experience with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.

• Minimum of 5 years of experience in Customer Success Management

• Experience of working in cybersecurity or other technical space is desirable but not essential