Rapid7 Lead Customer Success Health Operations Analyst 

United States, Massachusetts, Boston 

616247290

Essential Responsibilities

• Provide operational, analytical, and decision-making support to Rapid7’s customer success and health operations leadership teams in the support of our customer health and engagement activities

• Become an expert on our customer retention and renewal process, applying your expertise to drive improvements in revenue performance

• Deeply understand the customer lifecycle and customer journeys to support improved touch points, internal handoffs, and better engagement

• Explore and recommend continuous improvement to our customer segmentation and engagement models

• Support performance management initiatives to drive improved customer adoption and customer-centric engagement experiences

Job Requirements

• Track record of analytical and problem solving work, including customer health, engagement and customer lifecycle mapping

• Strong financial acumen and executive-level communication skills as well as a customer-centric mindset

• Problem solver, impact-oriented, self-motivated, highly-organized and collaborative individual with a sense of urgency

• Proven record of managing programs from end-to-end including planning, implementation, delivery, and closeout as well as demonstrated ability to synthesize complex information and documentation in a deadline-driven environment

• Experience using CRM (Salesforce, HubSpot, etc) tools, CS productivity tools (Gainsight, ChurnZero) as well as BI tools (PowerBI, Tableau, Looker, etc)