Rapid7 Senior Customer Success Manager 

Japan 

712134602

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 touch points 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:

• 5-6+ 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.

• 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 i.e. A+, Network+, Sec+, Cloud+, CCSP, etc.

• Familiarity with customer success platforms and tools is a plus.