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Position Overview
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 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 upsell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customers 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 renewal and revenue retention within a strategic book of business
- Drive customer awareness, engagement, and adoption of Rapid7 portfolio, product features and services to maximize the adoption and realized 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 strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.
- Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
- Effectively manage high volume of inbound customer requests, align them with internal resources and anticipate their business needs.
- Collaborate and partner with sales, marketing, support, product and engineering teams to drive customer success outcomes
Minimum Requirements
- Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
- Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport.
- Energized by connecting and building value driven, strategic relationships with enterprise customers
- Thrives in a fast based, team centric atmosphere and is adaptable in nature
- Exceptional multi-tasking abilities and organization skills.
- Detail-oriented; able to capture proper information correctly and accurately.
- Excellent verbal and written communication skills
- Minimum of 3 years of experience in Customer Success Management
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Employee Testimonials
"My favorite memory of being a 'Moose' is our first ever company-wide hackathon in Cambridge. After a fun–filled week for the company kick-off, we still managed to deliver, through the night, on some amazing ideas."
"I am not a natural–born salesperson or leader. Rapid7 gave me the mentorship opportunities and leeway to develop those skillsets. Having the support of my management allowed me to take risks and learn from mistakes instead of being tentative and afraid to put myself out there."
"Every time you feel a little more comfortable with your job and what is expected from you, there is always something new to learn and something to add to the repertoire! I love this, it means every week I can see myself developing in my career."
"I love the infectious energy and fast–paced nature of the job. Unrelenting progress towards becoming the #1 company in Cyber Security. The sheer number of Products and Services we have launched in the last two years is a staggering achievement."
"The most fulfilling moments are seeing our products name dropped in the security press, knowing we all contributed to that."
"There's never a dull moment and always a new challenge to tackle. I have had the opportunity to work with people across the company on product launches, acquisitions, our global sales expansion and lots of new programs, each with its own hurdles but all equally rewarding."
"It's pretty cool to look around the room and know that I played a part in making all of that happen, and that I hopefully helped those people move into a role that they find really rewarding and exciting. Especially in a company where they in turn can have a big impact and take their careers to the next level. The fact that they are all good people, and that we all manage to have a bit of fun in the process, helps too."
"I love the truly collaborative team effort from everyone across the board – people are always willing to join an effort or a conversation to make a difference and find a solution, and they don't feel bound by their job descriptions or departmental functions if they have expertise that will help out a fellow Moose."
"I feel that [our core value for] continuous learning best represents me because it's been essential to my career here. There are no shortage of tools and techniques that can be applied to the projects I work on, and despite what I think I might know about the problem at hand, more often than not there are new and novel ways to approach it."