Job Post

Senior Customer Success Manager

Rapid7
Rapid7
100 Summer St
Boston, MA 02110

Customer Success Manager, Tier 2
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

Category: Customer Success
Full-time

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