Manager, Customer Success

Rapid7 • Boston, MA

33d

About The Position

As a Manager, Customer Success, you will lead a team of Customer Success Advisors responsible for the health, retention, and growth of Rapid7’s customer base. You will drive customer engagement, guide value realization from our solutions, and ensure customers successfully adopt and maintain Rapid7 products. You will partner cross-functionally across Sales, Support, Product, and Marketing to advocate for customer needs and remove obstacles to customer success. This role focuses on operational excellence, team development, and executing strategies that improve customer outcomes and retention. About the Team The Customer Success team represents the backbone of our relationships with our customer base. This includes ensuring customers successfully deploy, adopt, and maintain Rapid7 solutions year over year. Success in this team means advocating for customer needs, challenging convention with new ideas, and working together to create meaningful impact.

Requirements

• 5+ years of customer success, account management, or related customer-facing experience
• 2+ years of experience leading or mentoring customer success professionals
• Demonstrated ability to manage customer relationships and drive adoption, retention, and value realization
• Strong analytical and problem-solving skills with the ability to translate customer challenges into actionable plans
• Ability to thrive in a fast-paced, evolving, and complex environment
• Strong cross-functional collaboration and communication skills

Responsibilities

• Lead, coach, and develop a team of Customer Success Advisors to deliver exceptional customer outcomes
• Manage team performance across key metrics including customer engagement, success planning, adoption, and retention
• Partner with internal stakeholders to drive customer health initiatives and retention strategies
• Guide adoption practices to accelerate customer value realization and reduce time-to-value from Rapid7 solutions
• Support and manage customer escalations in partnership with your team and cross-functional stakeholders
• Foster a high-energy, customer-focused culture centered on accountability, collaboration, and continuous improvement
• Advocate for customer needs internally and provide insights to influence product, process, and program improvements
• Ensure consistent execution of Customer Success best practices and operational processes across the team
• Identify risk signals across accounts and drive proactive engagement strategies to improve customer outcomes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed