Enterprise Customer Success Manager

Melbourne, Australia

Location(s)

Melbourne, Australia

Team(s)

Customer Success & Support


Enterprise Customer Success Manager

Responsibilities:

  • Drive forward the customer lifecycle to ensure customer and Rapid7 mutual success. Take full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer lifecycle, demonstrating lead time awareness, ensuring a frictionless renewal process, and ultimately positioning your accounts for growth.
  • Ongoing customer consultation - Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization and consumed content, etc. Take corrective actions in a timely manner based on this visibility, and make strategic recommendations to help customers be more successful..
  • Prepare and facilitate business review meetings, trainings, webinars, demos, and other strategic and supportive interactions.
  • Predict and forecast risk, renewal and expansion within customer portfolio
  • Collaborate with Account Executives and others. Communicate to ensure effective execution on customer success plans and make progress on the growth strategy.
  • Meet and exceed quarterly gross and net revenue retention targets, or other targets defined by the business.
  • Document all customer activities and insights.

Role requirements:

  • Ability to perform a strategic discovery with customers, to uncover their business objectives and then build a plan to achieve those outcomes.
  • Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.
  • Self-identifies opportunities for improvement within customer base and internally. Come up with creative solutions to problems beyond provided playbooks. Takes the initiative to make change.
  • Organized and capable of highly effective time management in an entrepreneurial environment. Ability to effectively prioritize time and talents, and to give effective presentations
  • Ability to operate in a fast-paced professional enterprise sales environment.
  • Excellent relationship building skills at the C-Level.
  • Basic technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions.
  • Excellent presentation skills & listening skills.

Role preferences:

  • Experience working with Gainsight & Salesforce.
  • Experience implementing new process within customer success.