Cloud Customer Success Manager

US - VA - Arlington

Location(s)

US - VA - Arlington

Team(s)

Customer Success & 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

Job Description

We have great opportunities for experienced customer success managers with a passion for driving cloud infrastructure adoption and customer success. This role represents a single point of ownership for our enterprise InsightCloudSec customers facilitating technical, operational and commercial activities. InsightCloudSec Customer Success Managers deliver value through a deep understanding of the customer cloud strategies, technical/operational requirements, and priorities of key stakeholders across security, IT, compliance and product teams. Customer Success Managers bring the full scope of InsightCloudSec's automation software to bear on customer security, cost and governance requirements. 

Responsibilities

  • Customer on-boarding - facilitate the transition from the sales process to the customer success team 

  • In partnership with the customer, establish and track key metrics of success to measure value delivered and customer satisfaction 

  • Develop proactive account strategies and solutions that expand the use of our software thereby growing value for the customer and revenue for Rapid7

  • Build key customer relationships from executive sponsors to operational stakeholders to hands-on technologists; turn key InsightCloudSec users into strong advocates 

  • Capture customer success stories, case studies and leverage customer relationships to benefits ongoing sales and marketing activities 

  • Leverage a deep understanding of the InsightCloudSec software to drive value at the customer 

  • Identify, validate and prioritize customer requirements and requests to feedback into the InsightCloudSec product development and business process improvements 

  • Manage contract renewals and upgrades 

Qualifications

  • BA/BS or advanced degree in business and/or computer sciences 

  • 4+ years of experience in commercial enterprise account management for technology products (we work primarily with enterprise technology teams) 

  • Strong track record of responsiveness, problem-solving, exercising good judgment and focusing on customer success 

  • Unique ability to communicate a variety of messages to a variety of audiences 

  • Knowledge and hands-on expertise with public cloud technologies such as AWS is required 

  • Architecture Certification with at least one major Public Cloud provider (AWS, Azure, or Google) is required 

  • Experience in a fast-growing, technology startup work environment 

  • Self-motivated, collaborative, high-energy and diligent work ethic