Senior Customer Success Manager

Rapid7 is seeking a strategic and supportive Senior Customer Success Manager who will provide best in class customer experiences and be a strong partner for our customers at every stage of the buying process. We're focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals.
About the Team
This team represents the backbone of our relationships with our customer base. This includes ensuring customers successfully deploy, adopt, and maintain Rapid7 solutions year over year. As technology and innovation move forward, vulnerabilities in our digital world continue to evolve and change. This means going beyond the goal of customer renewals and instead focusing on long-term customer health. Being successful on this team means advocating for customer needs, challenging convention through new ideas and solutions, and working together to create impact.
About the Role
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 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.
In this role, you will:
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 maximize 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.
Establish trusted relationships with customer stakeholders at all levels - CSO/CISO, Security Operations and end users to drive value realisation.
Daily communication with internal and external customers.
Manage all customer information - including updates on key contacts, new and existing quotes, and purchase history.
The skills you'll bring include:
Experience managing more complex customers with multi product purchases preferably in the Cybersecurity space.
5+ years SAAS experience, including knowledge in any of these areas; VM/Cloud/AppSec/Threat Intelligence/Managed Services (highly preferred)
Experience with procurement processes & negotiating large scale contracts
Proactive approach to managing customer relationships
Strong data hygiene and accurate forecasting skills
Demonstrated customer, internal communications, and relationship building skills
Passionate about service and support; seeks to achieve extraordinary results through tenacious and creative problem solving.
Exceptional multi-tasking abilities and organization skills.
Detail-oriented - able to capture proper information correctly and accurately.
We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what's possible and drive extraordinary impact.
Here, we're building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 10,000 global customers ahead of whatever's next.
Join us and bring your unique experiences and perspectives to tackle some of the world's biggest security challenges.
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