Customer Success Business Operations Analyst

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Business Support, 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

Customer Success Business Operations Analyst

As part of the larger Business Operations team, you will participate in cross-functional projects that support our larger mission of customer outcomes transformation. This can include working on business process improvements, such as reviews of our licensing models and approach; and implementation of new CRM modules to create more resilient business processes and drive customer outcomes. Being at the center of this customer journey transformation is exhilarating, and the growth opportunities are endless.


In this role you will:
Synthesize and analyze data from different sources to provide key insights to drive actionable strategies, streamline key business processes, function in an international environment, and drive performance improvements for the business.
Develop relevant reporting and metrics to understand, measure, and drive financial and operational performance of the business, including but not limited to:

Track and report team & individual results including Renewal Rates, Retained ARR (Annual Recurring Revenue), etc.

Create, track and report on a variety of analytics such as by product renewal behavior, tenure modeling, product platform adoption, and geographic trends.

Create, track and report renewal pipeline and opportunities.
Design and create ad-hoc reporting and analysis to improve the current and future state of the customer success organization.
Partner with Customer Success Management to support weekly forecasting processes, quarterly reporting processes and annual planning.
Identify, prioritize, communicate and drive resolution of critical issues and risks to mitigate negative impact on customer satisfaction, operational efficiency, and scale.
Architecting new system requirements, business processes and investments.

○Working cross-functionally to understand how Customer Success, Services, and Support activities interplay and improve customer outcomes in the form of adoption, retention and advocacy.
Working with Business Intelligence and customer success management to drive the onboarding process and provide new hires with visibility into their new accounts
Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and/or scale improvement (system upgrades, process improvements, etc.)

In return you will bring:
Bachelor's Degree in Operations, Finance, Economics or Business required and a minimum of 2-3
years of related experience in a SW or SaaS Operations environment.
Expert knowledge of Excel/Google Sheets as well as the general MS Office and G-Suite tools. Bonus~ experience with Snowflake or SQL.

Deep understanding of SaaS renewals business, expiring & secured baselines, contract erosion, cohort and product renewal rates, etc.
Experience with Netsuite, SalesForce or similar CRM or ERP systems.
Experience with Data Visualization tools such as Tableau, PowerBI, etc.
Shows history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time.
Possesses the confidence to implement change and improve on the status quo . Experience in change management practices is a plus.
Resilient and resourceful individual that enjoys solving complex problems.
Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity and change.
Team-oriented mindset with proven ability to drive impact through influence and collaboration across multiple functions and levels of an organization.

●Strong interpersonal and communication skills, including establishing credibility and trust with internal customers and building influential relationships with partners in the business.