Customer Operations Analyst

Boston, MA


Boston, MA


Business Support

Rapid7 is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 8,000 customers across 120 countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our disruptive technology and incredible company culture.

The Opportunity 

Building 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. We're looking for a growth-minded, curious and analytical Customer Operations Analyst to help accelerate our growth and create positive impact to our customers. This key role will be at the center of our Customer Journey Transformation, partnering across several areas at Rapid7 and directly impacting critical areas such as Customer Success, Customer Experience, and Support. We're looking for someone who is driven, courageous, innovative, and passionate about innovating new ways to drive growth while keeping our customers at the center.  

In this role you'll be a key business partner to the Sr. Manager, Customer Operations and VP of Customer Success, empowering the organization with data-driven perspectives, recommendations and insights that move the needle in our results and strategies. It's a unique blend of business partnering, business modeling & analytics, plus management reporting that enables you to make a direct and immediate impact. As part of the larger Business Operations Team, you'll be empowered to participate in cross-functional projects that support our larger mission of Customer Outcomes Transformation such as business process improvements, (including reviews of our licensing models and approach), and implementation of new CRM modules to create more resilient business processes that drive customer outcomes. Being at the center of this customer journey transformation is exhilarating, and the growth opportunities are endless if you accept the challenge to join Rapid7 and own the role.

In this role you will:

  • Synthesize and analyze data from different sources to provide key insights to drive actionable strategies, streamline key business processes, function in an international environment, and drive performance improvements for the business.

  • Develop relevant reporting and metrics to understand, measure, and drive financial and operational performance of the business, including but not limited to:

    • Track and report team & individual results including renewal rates, retained ARR, commissions earned, etc.

    • Create, track and report on customer success territories for individuals and teams, and track movement of territories over time

    • Create, track and report renewal pipeline and opportunities

    • Design and create ad-hoc reporting and analysis to improve the current and future state of the customer success organization

  • Partner with customer success management to support weekly forecasting processes, monthly and quarterly reporting processes, and ultimately annual planning and territory management processes. 

  • Help drive components of our customer experience transformation, including:

    • Help identify, prioritize, communicate and drive resolution of critical issues and risks to mitigate negative impact on customer satisfaction, operational efficiency, and scale.

    • Providing feedback in architecting new system requirements, business processes and investments.

    • Working cross-functionally to understand how Customer Success, Services, and Support activities interplay and improve customer outcomes in the form of adoption, retention and advocacy. 

    • Work with Customer Success organization to influence and improve processes that impact the customer experience, renewal rates, expansion and/or predictability. 

    • Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and / or scale improvement (system upgrades, process improvements, etc.)

  • Provide a voice and point of view to the senior leadership team on key initiatives.

In return you will bring:

  • 3-5 years of related experience, minimum, in a SW or SaaS Operations environment.

  • Bachelor's Degree in Operations, Finance, Economics or Business required.

  • Expert knowledge of Excel/Google Sheets, MS Office and G-Suite tools.

  • Deep understanding of SaaS renewals business, expiring & secured baselines, contract erosion, cohort and product renewal rates, etc.

  • Experience with Netsuite, SalesForce or similar CRM or ERP systems.

  • Demonstrated history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time.

  • Possesses the confidence to implement change and improve on the status quo. Experience in change management practices a plus

  • Resilient and resourceful individual that enjoys solving complex problems. 

  • Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity and change. 

  • Team-oriented mindset with proven ability to drive impact through influence and collaboration across multiple functions and levels of an organization. 

  • Strong interpersonal and communication skills, including establishing credibility and trust with internal customers and building influential relationships with partners in the business.

  • Strong work ethic and customer service mentality.

  • Nice to have but not required: Experience with Data Visualization tools such as Domo, Tableau, PowerBI.