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Customer Success & Support
Customer Success Manager, Tier 2 Position Overview 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. Responsibilities • Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time renewal and revenue retention within a strategic book of business • Drive customer awareness, engagement, and adoption of Rapid7 portfolio, product features and services to maximize the adoption and realized value of their purchased solutions. • Develop and maintain strong, multi-level relationships with each customer; ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer. • Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth. • Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure. • Effectively manage high volume of inbound customer requests, align them with internal resources and anticipate their business needs. • Collaborate and partner with sales, marketing, support, product and engineering teams to drive customer success outcomes Minimum Requirements • Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving. • Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport. • Energized by connecting and building value driven, strategic relationships with enterprise customers • Thrives in a fast based, team centric atmosphere and is adaptable in nature • Exceptional multi-tasking abilities and organization skills. • Detail-oriented; able to capture proper information correctly and accurately. • Excellent verbal and written communication skills • Minimum of 3 years of experience in Customer Success Management