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Senior Customer Success Manager

Position Overview

The right candidate will thrive in a dynamic environment, contribute innovative ideas, demonstrate flexibility, and drive customers towards strategic goals. The Enterprise Customer Success Manager is responsible for managing a defined book of business to ensure our Enterprise-level customers successfully deploy, optimize, and maintain Rapid7 solutions and continue to renew their licenses year-over-year.

CSMs are the customer relationship leaders that secure long-term relationships, drive adoption of Rapid7 solutions, team with Account Executives to upsell new products and services, drive customer relationships and loyalty, and are highly motivated to providing our clients with the absolute best in service and support. An exceptional CSM strives to understand our customers network topography, product deployment, and how Rapid7 aligns with their security protocols. They will strategically align themselves with the customer by deeply understanding their security program and creative account mapping techniques to be in a position to anticipate their needs and optimize the relationship at the Enterprise level.

Responsibilities

- Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.

- Develop and maintain strong, multi-level relationships with F500 customers ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer.

- Engage in consistent, proactive client meetings to positively impact customer loyalty and revenue growth.

- Partner effectively with Rapid7 teams on driving growth and addressing customer concerns efficiently and decisively

- Effectively manage reactive customer requests and anticipate their needs.

- Daily communication with internal and external customers.

- Provide detailed reports to management regarding task and revenue activity.

- Manage all customer information including updates on key contacts, new and existing quotes, and purchase history.

Minimum Requirements

- Excel in face-to-face presentations (such as QBRs) at the administrator and C-level

- Passionate about service and support seeks to achieve extraordinary results as part of a high energy and dynamic team.

- Ability to demonstrate success in managing large Enterprise customers in the Security or Software space

- Strong analytic and strategic thinking required be able to take complex enterprise deployment concerns and orchestrate resources and tactics to address them

- Assertive but empathetic in nature; able to drive internal and external customers toward strategic goals through a combination of persuasion and rapport.

- Exceptional multi-tasking abilities and organization skills.

- Detail-oriented able to capture proper information correctly and accurately.

- Superior follow-through. Build trust and credibility with customers by consistently delivering what you say you will.

- Comfortable managing Enterprise relationships over the phone, through email and in person

- Minimum of 4-6 years of experience in client relationship management at the enterprise level

- Be able to travel up to 20% of the time to customer meetings

- Excellent verbal and written communication skills.

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Rapid7

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With Rapid7 technology, services, and research, organizations around the globe can break down barriers, accelerate innovation, and securely advance.

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Company Profile

Number of Employees

1,000+ Employees

Open Positions

65

Videos

Photos

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."

James Green   –   Senior Director, Software Engineering

"From my first onsite interview, it was clear that everyone on the Rapid7 Business Development team valued a strong team dynamic and all wanted to work together. This was something that aligned strongly with my values and expectations for my next opportunity and company."

Alexander Jordan   –   Sales Development Representative
Aniket Menon Rapid7

"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."

Aniket Menon   –   Director, Product Management

"Rapid7 is truly unique. The culture here is like nowhere else; you are treated like a member of the team from the beginning. Everyone is invested in helping you learn and grow. The most exciting experience is getting to have a real world impact on customers."

Tara McAllister   –   UX Design Intern

“It’s not just the customer who benefits from the culture of compassion. Internally, Rapid7 employees look out for each other and work together to solve problems. Oftentimes, this ends up helping all parties. ”

Becky Anzalone   –   Senior Manager, Customer Success Management

"After 8 years, I’d expect to see growth opportunities to slow down. Rapid7 has always given me everything I need to take on new challenges. From intern to team lead, I’ve seen so much growth and the culture always puts us first."

Erran Carey   –   Lead Software Engineer

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