Senior Director, Customer Strategy & Effectiveness

US - MA - Boston


US - MA - Boston


Customer Success & Support

Company Description
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 9,900 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 onLinkedIn.

The Opportunity
The Senior Director, Customer Strategy & Effectiveness is a key leadership member of
the global Rapid7 Customer Experience team and part of the cross-functional
go-to-market team which includes sales, business operations and customer success.
Reporting to the VP, Customer Experience, this person will be instrumental in developing
and executing strategic planning, key initiatives, and customer effectiveness programs
in collaboration with cross-functional teams.

We're seeking a proven leader with a diverse background, who will be responsible for
driving individual and team productivity through enablement and coaching to ensure
effectiveness and transparency within customer success and with our key business
partners. The goal is to ensure our global customer teams are maximizing their
effectiveness in support of our customer health goals. This includes planning,
enablement, and orchestrating cross-functional initiatives across customer success,
and as appropriate with sales, marketing, product, and business operations.

If you are excited about the chance to be innovative, to build and lead strategic
customer initiatives, and help strengthen a next-generation high-performing customer
success organization supporting our journey to a $1b+ company, this may be the
opportunity for you. Rapid7 is on fire and we are looking for great people to join us!

The Role
Drive transformation agenda of new customer health initiative in support of the
company's journey to $1b+ with global customer impact
Act as a strong advocate and facilitator for key programs and their value to the
business across customer success and other groups, helping to educate and
align teams
Lead the development of strategic planning in alignment with marketing, sales,
business operations, customer success, and product
Develop frameworks and processes to standardize how we deliver improved
customer experiences
Drive collaboration with key stakeholders on the framework to support corporate
objectives, including customer health improvements and other initiatives
Develop and help execute the implementation and enablement of strategic
customer initiatives
Pilot key customer health initiatives with cross-functional teams such as
cross-product customer adoption in partnership with product
Define and run customer success programs, including global planning process,
process improvement redesign, reporting, and communications process
Support the build out of new functional capabilities within customer success
including onboarding, customer health measurement, and assistance
Work with Customer Success, Information Technology, and Business Operations
to unify processes and systems that drive improved efficiencies and automation
in support of business goals
Qualifications and Traits
Looking for someone with passion, energy, intellect and drive that can bring fresh ideas,
strong business acumen, an analytical mind and a dedication to growing the business,
including the following experience:
A business-savvy leader with 15+ years of experience in managing teams directly
and indirectly across different disciplines to drive business results
Significant experience developing and leading strategic planning and operational
excellence initiatives and strong negotiation skills
Demonstrated relationship building and leadership ability to work
cross-functionally with areas such as sales, product, marketing, customer
success, business operations and finance teams, to create measurable impact
Strong verbal, written, and visual communication and presentation skills to work
with all levels in the organization, including executive level presence and strong
Strong understanding of organizational process design and related outcomes,
including driving workflow, reporting, and measurement; ability to translate
business objectives to actionable and measurable strategies
Excellent knowledge of performance evaluation and change management
principles, with outstanding communication and messaging skills
Agent of change who can bring together different perspectives in a collaborative
way to drive to a common goal and provide business value; ability to work within
a transformative culture, focusing on high priorities and speed to market with an
agile mindset
Passion for leading people (both directly and indirectly), including the ability to
work with diverse skill sets; proven success building, coaching and developing
high performing teams
Solid background in project/program management and successful
implementation of major initiatives
Cares deeply about culture and values and can be a steward for transparency,
collaboration, diversity and inclusiveness, impact and innovation.
Exceptional organizational skills; ability to prioritize and perform multiple tasks
Strong financial background to drive a culture of goal setting and measurement;
fluent in reporting and analytics
Quick learner who is naturally curious and thrives in the face of the unexpected,
ambiguity, and change
Background in SaaS required; experience in customer programs highly desirable
Background in one of the following areas preferred; Customer Success,
Operations, Strategic Planning / Initiatives
Willingness to travel as appropriate, including international travel
Boston, MA location preferred; however, another Rapid7 office location or a
remote location within the US for the right candidate is possible
Education: Finance / Strategy / Entrepreneurship/MIS (Bachelor's minimum;
MBA preferred)