Senior Customer Success Manager

UK - Reading

Location(s)

UK - Reading

Team(s)

Customer Success & Support


The Rapid7 Customer Success Managers are the backbone of our relationships with our customer base. They are responsible for managing a defined book of business primarily in UK&I, to ensure customers successfully deploy, adopt, and maintain Rapid7 solutions and continue to renew their licenses year-over-year. Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify up sell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer's security needs and how Rapid7 can help them to achieve their goals.

Responsibilities 

  •  Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention. 

  • Work closely with the Rapid7 Sales team to understand how our customers use our solutions and how they may intend to use them in the future

  •  Work closely with our regional partners to provide excellent service for their end users and ensure a tight communication and relationship in maintaining and driving regional revenue. 

  •  Drive customer awareness of product features and Rapid7 services to maximise the adoption and realised value of their purchased solutions. 

  •  Develop and maintain strong, multi-level relationships with each customer, ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer. 

  •  Engage in consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth. 

  •  Recognise expansion opportunities and effectively qualify them for Sales counterparts to bring to closure. 

  • Effectively manage reactive customer requests and anticipate their needs. 

  •  Daily communication with internal and external customers. 

  •  Manage all customer information – including updates on key contacts, new and existing quotes, and purchase history.

Position Requirements 

  • Demonstrable Customer Success or related experience

  • Passionate about service and support; seeks to achieve extraordinary results through creative problem solving. 

  •  Assertive but empathetic in nature; able to assist customers toward strategic goals through a combination of persuasion and rapport

  • Energised by connecting and building long-lasting relationships with customers

  •  Detail-oriented – able to capture proper information correctly and accurately. 

  • Excellent ability to drive renewals within a customer base