Rapid7 Customer Success Manager 

United States, Massachusetts, Boston 

908329481

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

● 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:

• 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