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