Job Post

Customer Success Engineer
100 Summer St 13th Floor
Boston, MA 02110

Job Overview

The Customer Success Engineer is responsible for driving customer adoption and ensuring product implementation and usage is delivered to the solution’s highest potential.  The Customer Success Engineer is the “5-tool player” of the Customer Success team, who will perform a wide variety of technically-oriented tasks associated with promoting customer success, including:

  • Ensuring successful product implementation and usage through in-depth environmental and solution discussions and planning
  • Provide customer enablement and understanding of how Rapid7’s solutions enhance their specific security programs
  • Technically review (including demonstrations of) our solutions and their use-cases to new key contacts and administrators within customer organizations
  • Work as an equal partner with the Customer Success Manager to secure the technical win during the renewal sales cycle in competitive situations
  • Suggest specific technical best practices or Rapid7 services to maximize the effectiveness of the solution in support of their security program

The Customer Success Engineer will serve as a "glue player" in-between multiple organizations including support, customer success, professional services, training, and development to name a few.

Their overall goal is to ensure every single customer is set on the correct path for success.  If you are comfortable going toe-to-toe in a technical discussion with engineers and then shifting gears and having a brass-tacks business conversation with a CIO, this may be the opportunity for you.

Job Responsibilities

  • Possess presentation-ready knowledge and product expertise on all Rapid7’s product groups, with specialized expertise in the security solutions
  • Translate customer business objective and technical challenges into business solutions based on Rapid7 products
  • Preemptively enable and guide customers to maximize the value out of their purchased solutions
  • Ensure customer's business objectives are clearly understood and their implementation plans will meet those goals absolutely
  • Interface with Customer Success, Support & Services to ensure customer experience is consistently on best path
  • Manage and oversee the delivery and execution of quality training and on-boarding
  • Review, and sometimes re-orient/train, customers about the usage of our products
  • Deliver presentations and participate in conference call discussions and face-to-face meetings to architectural groups, major lines of business, and C-Level executives.
  • During the renewal process, articulate how Rapid7’s solutions technically meet the customer’s requirements and assist Customer Success Team in technical (re)qualification as needed.
  • Secure Technical win during renewal evaluation processes
  • Articulate and demonstrate Rapid7’s solutions and position products relative to competition.
  • Provide education and evangelizes services offerings to customers

Job Qualifications

  • Experience level to 3-5+ years of relevant IT/Security related experience
    • Previous experience with vulnerability management desired
    • Basic knowledge of best practices relating to secure network architecture, design and configuration
    • Basic knowledge of security relating to common networked applications and platforms
    • Basic knowledge of best practice standards relating to security administration and generally accepted information security principles and practices
    • Fundamental knowledge of industry regulations and requirements including major compliance regulations
  • Strong technical background with a demonstrated aptitude for picking up new technology with ease
  • Ability to understand business problems of C-level executives; discuss these problems; present and prepare solutions
  • Can-do, anything-is-possible mindset
  • Creative problem solver who thrives in collaborative environment
  • Amazing and personable communicator
  • Outstanding organizational skills and follow-through
  • Understanding of vulnerability management tools
  • Strong interest in security and networking
  • Demonstrable background in customer-oriented action
  • Ability to relate to a wide range of technical staff and decision makers in customer environments
  • Excellent verbal and written communication skills
  • Software Sales experience
  • In-depth knowledge of multiple Operating Systems
  • Identify technical requirements and customer success criteria
  • Education: Bachelor’s degree and/or 4 years related work experience
Category: Client Services

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Rapid7 is engineering better security to help companies reduce risk of breach, detect and respond to attacks, and build effective cybersecurity programs.

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