Senior Customer Success Manager

Senior Customer Success Manager (CSM) As a Rapid 7 Senior Customer Success Manager (CSM), you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment. About the Team Responsible for overall success and satisfaction, the Senior CSM's mission is to create customer advocates in our technical environment. You will play a crucial role in building and maintaining strong relationships with CISOs and other technology users, understanding customers’ unique cyber security goals, creating Success Plans, and providing customers with the necessary support and guidance to meet their goals and help secure renewals. 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: 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.is a plus We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today. #LI-WP1 #LI-WP1 About Rapid7 At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what’s possible and drive extraordinary impact. We’re building a dynamic and collaborative workplace where new ideas are welcome. Protecting 11,500+ customers against bad actors and threats means we’re continuing to push the envelope just like we’ ve been doing for the past 20 years. If you ’re ready to solve some of the toughest challenges in cybersecurity, we’re ready to help you take command of your career. Join us. Rapid7, Inc. is committed to fair and equitable compensation practices. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. We evaluate compensation decisions on a case-by-case basis, and it is not typical for an individual to be hired at the very top of the salary range. The salary range for this role in the US is: $88,700.00 - 119,900.00 USD Annual Salary ranges may vary based on geographical location. This range does not include variable/incentive compensation, equity and benefits (where applicable/eligible). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law. Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting-edge research–using these insights to optimize our products and arm the global security community with the latest in attacker methodology. Trusted by more than 11,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what’s next.