Customer Success Advisor

Job Description

As a Rapid7 Customer Success Advisor (CSA), you will act as a trusted advisor for our customers, using your cybersecurity knowledge and expertise of Rapid7 products and solutions to ensure customers maximize the value from their Rapid7 investment.

About the Office

We are currently evaluating candidates in Boston or Tampa. Rapid7 is a hybrid work environment. The expectation is 3 days in-office, 2 days remote.

The Boston office is located at North Station.
The Tampa office is located in Sparkman Wharf.

About the Team

Reporting to a Boston-based manager, this critical team is responsible for overall success and satisfaction. The CSA team mission is to create customer advocates in our technical environment. You will play a crucial role in building and maintaining strong relationships with CISOs and other technology practitioners, understanding customers’ unique cybersecurity goals, creating Success Plans, and providing customers with the necessary support and guidance to meet their goals and help secure renewals.

In this role, you will be responsible for:

Relationship Management:

○ Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives.

○ Orchestrate key touchpoints with customers from weekly status meetings to

Executive Business Reviews:

○ Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement.

Product Expertise:

○ Demonstrate a deep understanding of the value-drivers of Rapid7 products and the ability to help customers navigate and optimize their usage

○ Provide advice and educational materials to facilitate customer understanding and adoption of the features and functionalities of the products

Domain Expertise:

○ Stay up-to-date with the latest trends, like-technologies and happenings across cybersecurity

○ Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers

Customer Advocacy:

○ Advocate for customer needs and feedback within the organization to drive

product enhancements and improvements

○ Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success

Risk Mitigation:

○ Identify potential risks and challenges in customer relationships and work

proactively to address them before they escalate

○ Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn

Performance Metrics:

○ Establish and track key performance indicators (KPIs) related to customer

success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities

The skills you’ll bring include:

• 2+ years of Customer Success, Account Management, or similar experience

• High tech or SaaS company experience– cybersecurity experience and certifications highly preferred

• Experience developing strategies and plans on assigned accounts to fully leverage technology solutions

• Excellent written and verbal communication

• Excellent interpersonal and cross-functional partnership

• Prior technology deployment and configuration experience

• Effective project management and prioritization abilities

• Robuts understanding of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)

• A solutions-oriented mentality with the ability to navigate complex situations

• Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc. are a plus

• Familiarity with customer success platforms and tools like Gainsight are a plus

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting 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

Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We’re on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.

With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.