Senior Customer Success Manager

US - TX - Austin

Location(s)

US - TX - Austin

Team(s)

Customer Success & Support


About Rapid7
Rapid7 (Nasdaq: RPD) is advancing security with visibility, analytics, and automation delivered through our Insight cloud. Our solutions simplify the complex, allowing security teams to work more effectively with IT and development to reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. Over 9,300 customers rely on Rapid7 technology, services, and research to improve security outcomes and securely advance their organization. For more information, visit our website, check out our blog, or follow us on LinkedIn.

Position Overview
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 to ensure their 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 upsell 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 renewal and revenue retention within a strategic book of business

  • Drive customer awareness, engagement, and adoption of Rapid7 portfolio, product features and services to maximize the adoption and realized 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 strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.

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

  • Effectively manage high volume of inbound customer requests, align them with internal resources and anticipate their business needs.

  • Collaborate and partner with sales, marketing, support, product and engineering teams to drive customer success outcomes.

Minimum Requirements:

  • Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.

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

  • Energized by connecting and building value driven, strategic relationships with enterprise customers

  • Thrives in a fast based, team centric atmosphere and is adaptable in nature

  • Exceptional multi-tasking abilities and organization skills.

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

  • Excellent verbal and written communication skills

  • Comfortable with learning and discussing the value proposition of a SaaS platform made up of multiple solutions

  • Minimum of 3 years of experience in Customer Success Management

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.