Customer Success Representative - FED/SLED

US - MA - Boston


US - MA - Boston


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.

Job Overview:

The Customer Success Representative will be responsible for renewal, adoption, and expansion related activities for a high volume, transactional book of customers. This role is the perfect foundation for someone looking to start or develop their career in customer success in a technology industry.  Their focus will be managing high volume of renewal transactions, responding to numerous customer and internal inquiries, working with their customers to help them take full advantage of their Rapid7 solutions, and customers who have upsell/cross-sell potential.


  • Manage a defined, high-volume, book of business and achieve quarterly and yearly renewal goals

  • Identify and assess customer needs and outcomes to drive value and ensuring retention 

  • Build customer relationships through consistent email and phone communication

  • Work cross departmentally with sales, support, product, engineering, legal, order management and develop strong internal relationships

  • Creatively problem solve and drive resolutions for customer issues and challenges


  • 1-2 years in a high volume customer success or client services role

  • 4 year college degree

  • A strong desire to work hard to make an impact, learn, and grow within a customer success organization

  • Highly effective organizational, prioritization, and time management skills

  • Strong verbal and written communication skills to communicate across all levels with both customers and internal teams

  • Capacity for empathy and a desire to help people

  • Familiarity with CRM systems and practices

  • Ability to adapt/respond to different types of customer challenges while influencing outcomes

  • Software/tech experience is a plus

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.