Senior Customer Success Manager
Rapid7 Senior Customer Success Managers are an integral part of our Customer Success Team. Senior CSM’s are responsible for managing complex relationships with customers and being expert problem solvers.
About the Team
The Rapid7 Customer Success Managers are the backbone of our relationships with our customer base. They are responsible for managing a defined book of business to ensure their customers successfully deploy, adopt, and maintain Rapid7 solutions and continue to renew their licenses year-over-year. Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify upsell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer's security needs and how Rapid7 can help them to achieve their goals.
About the Role
Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer’s security needs and how Rapid7 can help them to achieve their goals.
In this role, you will:
1. Drive customer awareness, engagement, and adoption of Rapid7 portfolio, product features and services to maximize the adoption and realized value of their purchased solutions.
2. Develop and maintain strong, multi-level relationships with each customer; ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer.
3. Develop and implement comprehensive Success Plans tailored to each customer’s unique goals and needs.
4. Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.
5. Drive customer retention by ensuring that customers achieve their desired outcomes and recognize the value of our solutions.
6. Identify and mitigate potential risks of churn through proactive engagement and problem-solving.
7. Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
8. Provide customer feedback to internal teams to influence product development and enhancements.
9. Deployment Oversight - Oversee the deployment and implementation of our solutions, ensuring that customers experience a smooth transition and achieve initial success.
10. Health and Adoption Focus; Continuously monitor customer health metrics, including product usage and adoption, engagement levels, and overall satisfaction, to proactively address any areas of concern
11. Act as the primary point of contact for escalated issues, ensuring timely resolution and communication with both the customer and internal team
12. Collaborate with customers to define and achieve clear value-realization goals, aligned with their business objectives.
The skills you’ll bring include:
13. Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
14. Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport.
15. Energized by connecting and building value driven, strategic relationships with enterprise customers
16. Thrives in a fast paced, team centric atmosphere and is adaptable in nature
17. Exceptional multi-tasking abilities and organization skills.
18. Detail-oriented; able to capture proper information correctly and accurately.
19. Excellent communication, presentation, and interpersonal skills.
20. Ability to analyse data and translate insights into actionable strategies.
21. Experience with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.
22. Minimum of 5 years of experience in Customer Success Management
23. Experience of working in cybersecurity or other technical space is desirable but not essential
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.