Manager, Customer Success, Core Business

US - MA - Boston


US - MA - Boston


Customer Success & Support

Rapid7 is breaking down silos and transforming how Security, IT, and DevOps teams work together to drive secure innovation. Our analytics and automation cloud, Rapid7 Insight, provides the shared visibility, intelligence, and connected workflow these teams need to manage the vulnerabilities, threats, and performance issues that put their organizations at risk. With more than 7,100 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.

Developing meaningful customer partnerships is not just something we talk about at Rapid7 - it's a core value in everything we do. From product development to sales, marketing and support, providing our customers with better outcomes in protecting and securing their organizations is our mission.

The Opportunity

This key role within our Customer Success organization, reporting to the Director of Customer Success Management, will be responsible for leading a team of Customer Success Managers in the care, retention and growth of our Core customers. This population of customers represents a significant portion of Rapid7's annual recurring revenue in our commercial space and this person will help shape and execute on our customer relationship strategy that is focused on driving high retention (90%+) and identifying expansion opportunities across a highly diverse and large percentage of Fortune 500 brands.

The ideal candidate has experience in driving engagement within a volume book of business, participating in and driving cross-functional programs focused on improving customer experience and has a proven track record for coaching and advancing their team to high standards of excellence. This leader has a passion for solving problems, is devoted to operational and engagement improvements and is committed to developing the skills of their team.

Essential Responsibilities

  • Drive engagement and value realization strategy across team of customer success managers 

  • Predictably manage recurring revenue and deliver high on-time renewal rates

  • Own key metrics for your team including renewal/churn forecast, activity management and upsell/cross-sells

  • Drive customer escalations and negotiations alongside your direct reports

  • Define and execute the lifecycle process and touch points for our core customers

  • Work cross-functionally to advocate for customer needs and ensure proper company alignment in support of these accounts

  • Recruit, coach, motivate and manage a high performing team 

  • Build and support a high-energy, customer-focused culture

Job Requirements

  • Proven experience leading a high performing customer facing team team for a rapidly growing SaaS company (previous experience in CSM, account management or sales is a must)

  • Strong analytic and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them

  • Stellar communication skills – communicates at all levels of the organization both internally and externally and guides, influences and persuades others through both verbal and written communication

  • Empathetic, service-oriented and accountable both internally and externally - our team is here to help our customers solve complex problems and drive their security programs forward

  • Manages and organizes yourself and team for success with a high attention to detail

  • Minimum of 7 years of relevant B2B customer management experience (at least 1-3 years in a people management function) 

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.