Director, Customer Success Operations

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Business Support


Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people. With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

The Opportunity

 

Rapid7 is seeking an experienced leader to join as the Director of Customer Success Operations to lead our Customer Success Operations team. This key role is critical to ensure our customer facing teams are able to focus on delivering consistent value-add engagements across our global customer base.  The Director, Customer Success Operations will be responsible for supporting the systems, processes, and analytical needs of our Customer Success organization.  In addition, this role will support strategic decision making, cross-functional project execution, customer health and retention programs, capacity planning, renewal forecasting and execution, and customer segmentation efforts.   

As the Director, Customer Success Operations your goal is to support the health, retention, and value realization of our customers across their engagements with Rapid7.  Successful candidates will have a strong attention to detail, strong business acumen, and the ability to drive from analysis to action in support of our customer facing teams.  You have the ability to minimize friction in our processes, identify areas of opportunity, and develop and launch solutions with the support and commitment of your core stakeholders.  You must have a sense of urgency, the ability to manage multiple projects and priorities, and exceptional communication skills.  Strong candidates will have a proven track record of scaling and developing teams of operations professionals across, project management, analytics, and data solutioning.  

Reporting to the Vice President of Customer Achievement and Health Operations, and partnering closely with the VP and SVP of Customer Success, you will play a key role in the current and future strategy of our business operations.  This role will partner and lead project execution across various Rapid7 teams including Sales, Customer Success (CSM), Technical Customer Success, Product, and IT.  

 Essential Responsibilities 

  • Provide operational, analytical, and decision-making support to Rapid7's executive team in the support of our customer health and retention activities

  • Become an expert on our customer retention and renewal process, applying your expertise to drive improvements in revenue performance

  • Explore and recommend continuous improvement to our customer segmentation and servicing models, including headcount allocation and resource management

  • Lead Rapid7's retention and renewal forecasting capability, including the development of forecasting models, CS team forecasting processes, and regular cadence readouts to executives

  • Support performance management initiatives and analysis across our Go-to-Customer organizations, including weekly, monthly, and quarterly performance reviews

  • Support incentive plans including variable compensation and SPIF programs

  • Drive and scale our Customer Success team operations across tools, processes, data capture and accuracy, and business intelligence

  • Solve for the holistic customer experience, creating consistent and high value engagements across our various customer success teams and customer profiles

  • Lead and develop a world class organization. Manage and provide direction to ensure the overall highest-level delivery, quality control, and management of projects

Job Requirements

  • Meaningful experience leading, scaling, and developing the strategies and execution of a high-paced enterprise customer success and/or operations organization

  • Proven track record of managing both the modeling and process aspects of install base retention forecasting, ability to create materials for executive audience

  • Proven record of managing all facets of project management including planning, implementation, delivery, and closeout as well as demonstrated ability to synthesize complex information and documentation in a deadline-driven environment 

  • Problem solver, impact-oriented, self-motivated, highly-organized and collaborative individual with a sense of urgency

  • Strong financial acumen, ability to support pre-sales approval processes as well as renewal contract processing, include complex multiple product customers

  • Excellent leader with a passion for developing and coaching teams, and driving a cooperative and accountable team environment 

  • Proven experience creating operational leverage through recommending, implementing, and integrating processes, tools, and best practices

  • Experience leading cross-functional teams and managing across multiple geographically dispersed offices

  • Significant experience using CRM (Salesforce, HubSpot, etc) tools as well as BI tools (PowerBI, Tableau, Looker, etc)

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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.