Customer Success Manager

Reading, United Kingdom

Location(s)

Reading, United Kingdom, France (Remote)

Team(s)

Customer Success & Support


Customer Success Manager 

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 primarily in our EMEA region 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 up sell 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 revenue retention.

  • Work closely with our regional partners to provide excellent service for their end users and ensure a tight communication and relationship in maintaining and driving regional revenue.

  • Drive customer awareness of product features and Rapid7 services to maximise the adoption and realised value of their purchased solutions.

  • Develop and maintain strong, multi-level relationships with each customer, 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.

  • Recognise expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.

  • Effectively manage reactive customer requests and anticipate their needs.

  • Daily communication with internal and external customers.

  • Manage all customer information – including updates on key contacts, new and existing quotes, and purchase history.

Job Requirements

  • Passionate about service and support; seeks to achieve extraordinary results through tenacious and creative problem solving.

  • Assertive but empathetic in nature; able to assist customers toward strategic goals through a combination of persuasion and rapport.

  • Energised by connecting and building long-lasting relationships with customers

  • Minimum of 3-years of experience in Customer Success Management

  • Exceptional multi-tasking abilities and organisation skills.

  • Detail-oriented – able to capture proper information correctly and accurately.

  • Excellent verbal and written communication skills

  • This person must be a French speaker to fluent/native proficiency as the core remit of the role will be in France.