Enablement and Training- Customer Success

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Business Support


Company Description

Rapid7 (NASDAQ: RPD) is helping organizations around the globe, advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com.

Our Mission

By continuously improving our technology, stemming the creation of risk in the community, and making security more usable and accessible, Rapid7 enables technology professionals to gain the clarity, command, and confidence they need to safely drive innovation and protect against risk. Our product suite helps organizations to quickly predict, deter, detect, and remediate attacks and obstacles to productivity. 

The Opportunity

At our core in growth development, we are obsessed with continually enhancing our continuous culture of learning and coaching to ensure each seller and Customer Success Manager (CSM) is confident and able to add value in every customer interaction. Our function impacts multiple key stakeholders by up-leveling the skill sets of our Go-To-Customer employees to help grow the business. 

In this enablement program management and coaching role you'll bring your training expertise to our Customer Success teams with

  • Support CSMs to manage and maximize their book of business
  • Enable CSMs to understand our customer's security needs and how Rapid7 can help them to achieve
  • Help CSM achieve monthly and quarterly renewal revenue targets
  • Help CSMs recognize expansion opportunities and effectively qualify them for Sales counterparts
  • Drive customer awareness of product features and Rapid7 services to maximize the adoption and realized value of their purchased solutions.
  • A chance to influence our customer experience and meet customers where they are
  • Drive customer health and retention by up-leveling skill sets of our customer success team
  • Enable great collaboration with cross functional teams such as sales and deployment services
  • Support focused agile business by enabling renewals, cross sell and up-sell opportunities 
  • Make significant business impact in the Customer Success/Advisor space with tenured and new customer success managers/advisors and senior level internal go-to-market employees

What Success Looks Like 

You have strong emotional intelligence, a positive attitude, high paced energy and command respect from senior management, go-to-market leaders and employees. You can use tactics to be persuasive and influential while successfully building the relationships required to be effective in building a talent pipeline. As a natural facilitator, communicator and collaborator, you enjoy finding new ways to solve problems and to help make learning accessible and engaging for all.

What You Love to Do

  • Define the go-to-market enablement needs for Customer Success Managers, Advisors and Representatives and create plans to address those needs with defined success metrics 
  • Partner with the Global Enablement Team to regionalize and execute corporate campaigns
  • Deliver enablement programs for all go-to-market employees. These programs include but not limited to:
  • New hire on-boarding
  • Product launch readiness
  • Competitive updates
  • Coaching programs 
  • Certification programs
  • Competency assessments
  • Ongoing professional development
  • Create a community around sales competencies and coaching
  • Proactively identify key areas for improvement through coaching, training, process, and/or systems
  • Measure and report on the effectiveness of Growth Development investments and programs
  • Execute the enablement plans to provide the best ROI from the available budget
  • Influence regional and global strategy by gathering feedback from go-to-market teams on a regular basis to constantly improve enablement programs, share insight, and coordinate with all stakeholders to continually enhance enablement activities
  • Influence the health and strength of our customers by providing dedicated support to the Customer Success teams. Through strategic programming, create a consistent and elevated customer experience.
  • Work cross-functionally with People Development, Marketing, Product, Engineering and other internal stakeholders

What You Bring to the Table:

  • 6 - 8+ years of direct experience in Sales/CS Enablement, Direct Sales, Customer Success, Learning and Development, Channel Account Management or Product Marketing role
  • Background in software sales team ​strategy,​ ​the customer life cycle, training and enablement
  • Experience with facilitating programs and delivering content in-person, remotely, and electronically
  • Experience with Customer Success platform Gainsight a plus
  • Ability to marry art and science to articulate the ROI of each training program 
  • Proven global experience working in a distributed team
  • Humor, high emotional intelligence, humility, and true team player mentality
  • Demonstrated ability to improve sales and customer success team metrics and goals
  • Keen​ ​understanding​ ​of​ ​sales​ ​process​ ​design​ ​and​ ​related​ ​outcomes
  • History of affecting change in a dynamic, fast paced, results-oriented environment
  • Demonstrated strong analytical & problem solving skills
  • Experience in motivating and influencing individuals at all levels of the organization
  • Ability to build relationships with key stakeholders in a complex environment