Rapid7 Customer Success Manager 

United States, Texas, Austin 

351892692

About the Role

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, like-technologies and happenings across cyber security

  • 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.

The skills you’ll bring include:

• 3+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company – ideally cyber security – where you developed strategies and plans on assigned accounts to fully leverage technology solutions.

• Strong understanding of technical concepts and experience advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI)

• Excellent interpersonal and communication skills.

• Problem-solving mentality with the ability to navigate complex situations.

• Familiarity with customer success platforms and tools is a plus

• Fluent Spanish speaking required, fluency in Portuguese preferred

• Experience managing business in LATAM region and with LATAM partners strongly preferred

• Being open to a hybrid working environment, 3 days a week in the Austin office