Customer Success Manager

Austin, TX

Location(s)

Austin, TX

Team(s)

Customer Success & Support


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 high-volume 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 relationships with your customers; ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer.

  • Engage in 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 with customers in a high volume book of business

  • 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

  • Minimum of 3 years of experience in Customer Success Management