Rapid7: Strategic Customer Success Manager
Rapid7
120 Causeway Street
Boston, MA 02114

Employee Testimonials

Helen Ackers Rapid7
Aniket Menon Rapid7

Video

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 largest 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 8-10 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.

Full-time

Employee Testimonials

James Green
Director of Engineering, Engineering, Software Development

"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."

Brett Garofalo
Manager, Mid-Market Sales

"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."

Helen Ackers Rapid7
Helen Ackers
Marketing Specialist

"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."

Aniket Menon Rapid7
Aniket Menon
Manager, Enterprise Deployments

"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."

Dennis Nahas Rapid7
Dennis Nahas
Systems Administrator

"The most fulfilling moments are seeing our products name dropped in the security press, knowing we all contributed to that."

Ashley Seamans Rapid7
Ashley Seamans
Director of Business Intelligence

"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."

Chris Wallace Rapid7
Chris Wallace
People Strategy Manager

"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."

Stephanie Philips Rapid7
Stephanie Philips
Counsel and Director, Contracts, Legal

"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."

Roy Hodgman Rapid7
Roy Hodgman
Data Scientist

"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."